General Terms of Service

Index:

App, Website & General

Aeroo Protect

This website is operated by Aeroo. Throughout the site, the terms “we”, “us” and “our” refer to Aeroo. Aeroo offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

 

SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS
Certain content, products and services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Aeroo, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Aeroo and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Australia.

SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at support@aeroodrones.com

 

 

Important Notice – Please Read Carefully

Aeroo Protect is a product service membership offered by Aeroo Innovations Pty Ltd (“Aeroo”) that provides eligible customers with access to exclusive support services for their Aeroo Pro drone. These services include:

• Fixed-fee access to a one-time replacement unit in the event of accidental damage or verified loss in flight
• Exclusive repair discounts on eligible parts and labour
• An extended warranty period on covered components
• Additional perks for safe flying

Aeroo Protect is not an insurance product. It does not indemnify, reimburse, or compensate you for loss. Instead, it is a prepaid service agreement that grants access to defined benefits for a limited time and under specific conditions. These services are managed directly by Aeroo and are not underwritten by an insurer or financial institution.

By purchasing Aeroo Protect, you agree to the terms set out in this document.

General Eligibility & Activation

• Aeroo Protect must be purchased in the same country or region as the associated Aeroo Pro drone.
• Aeroo Protect is bound to your specific drone via its serial number. It must be purchased at the same time as your drone, or within 48hrs of activating your drone as long as your drone has not already been crashed.
• Your plan will automatically begin on the date of drone activation , or the date Aeroo Protect is manually linked to your product by our support team.
• If your drone is already activated, or we cannot confirm a matching product under your name, we will contact you using the details provided at checkout to confirm your eligibility.

One-Time Use Only

Each Aeroo Protect plan allows for one (1) fixed-fee replacement . Once you’ve used this benefit, the plan is considered fulfilled and cannot be renewed or repurchased for the same drone or for a replacement drone.

Linked to Your Drone

• Aeroo Protect is linked to your drone’s serial number and cannot be transferred to a different drone.
• If your drone is replaced under Aeroo Protect, the remaining benefits (extended warranty, repair discounts, etc.) will transfer to your replacement unit for the remainder of the plan period.
• If you do not use the replacement benefit, the plan will extend your original drone’s warranty by an additional 12 months as a reward for safe flying.

Lost or Stolen Serial Numbers

Your Aeroo product serial number is required to access all Aeroo Protect benefits. If your serial number is lost or stolen, you will be unable to access services, and Aeroo accepts no liability for associated consequences. 

Limitations

• Theft, unauthorised use, or stolen items are not eligible for replacement or repair under this plan.
• “Loss in Flight” replacements require submission of drone flight logs for verification. Once approved, your original lost drone will be remotely deactivated and rendered inoperable.

1. Overview of Aeroo Protect Services

Aeroo Protect is a fixed-term product service plan that offers support benefits to eligible Aeroo Pro owners. These services are available for 12 months from the date of activation and are accessible only in the country of purchase . They are designed to enhance the ownership experience by offering peace of mind, added value, and support for unexpected situations.

The following benefits are included under Aeroo Protect, each subject to the conditions and processes outlined in later sections:

1.1 Fixed-Cost Product Replacement Service

Aeroo Protect gives you access to a one-time replacement service for your Aeroo Pro in the event of accidental damage or loss during standard operation. This service allows you to receive a replacement unit by paying a pre-set, fixed service fee , depending on the type of incident.

The replacement service covers the following scenarios:

• Collision Damage – including crashes during takeoff, landing, or mid-flight impacts
• Water Damage – including unintentional water exposure or submersion
• Lost in Flight – when your drone disconnects or flies away and cannot be recovered
• Natural Wear and Tear – where cumulative wear results in performance issues or failure (as deemed non-user-related by Aeroo technicians)

To request a replacement due to Loss in Flight , you must submit available flight logs or supporting information to help us verify the incident occurred during standard, intended use. Once approved, your lost drone will be remotely deactivated and rendered permanently inoperable if later recovered.

⚠ This is not an insurance policy or loss compensation. Aeroo Protect guarantees access to a replacement unit at a fixed, low cost , regardless of the market value of the drone or the repair cost.

Only one replacement request may be made per Aeroo Protect plan.

1.2 Discounted Repair Services

If your drone sustains minor or repairable damage during normal use, Aeroo Protect provides access to exclusive repair discounts . These discounts apply to:

• Parts (aircraft frame, gimbal, propellers, camera, etc.)
• Labour charges
• Return logistics (within home country)

This benefit may be used an unlimited number of times during your plan period. All repairs are performed by Aeroo-authorised technicians. Diagnostic assessments are included at no additional cost, and repair quotes will be issued before any work begins.

1.3 Extended Warranty Coverage

Aeroo Protect extends your standard manufacturer’s warranty by an additional 12 months from the original warranty expiry date, provided the product is not replaced during the plan period.

If your drone is replaced under Aeroo Protect, the extended warranty applies to your replacement product instead, beginning from its activation date.

The extended warranty covers manufacturer faults only , including but not limited to:

• Flight control systems
• Motors, ESC, and internal electronics
• Gimbal and camera systems
• Sensor and vision systems

Repairs due to user error, environmental damage, or third-party modifications are not covered under warranty.

1.4 Safe Flight Reward

If you complete your 12-month Aeroo Protect period without using the replacement or repair benefits, you will automatically receive an additional 12-month extended warranty as a reward for safe and responsible operation.

This bonus applies to your original Aeroo Pro (if still in use) or a replacement drone (if applicable) and follows the same warranty conditions outlined above.

2. Validity, Coverage & Service Limits

Aeroo Protect is designed to support Aeroo Pro owners for a defined period and under clear, transparent conditions. This section outlines the duration , geographic limitations , usage limits , and eligibility criteria for all included services.

2.1 Validity Period

Aeroo Protect is valid for a fixed 12-month period, beginning on the earlier of:

• The date your Aeroo Pro is first activated, or
• 60 days after your order is marked as delivered

Each included service has its own usage rules and timing within this 12-month term:

2.2 Geographic Coverage Area

All services provided under Aeroo Protect are valid only in your home country — defined as the country where your Aeroo Pro and Aeroo Protect were originally purchased.

If an incident occurs or a service is requested outside your home country:

• You are responsible for any international shipping, customs, or handling fees
  
  
• Aeroo is not liable for any delays or limitations caused by cross-border logistics

We strongly recommend submitting service requests and shipping your product only within your home country to ensure fast and cost-effective support.

2.3 Number of Service Requests Allowed

To ensure fair access and operational efficiency, the following limits apply per Aeroo Protect plan:

 

Once your Replacement Service is used, that benefit is closed, but repair and warranty benefits remain active for the remainder of your 12-month term or extended warranty period, where applicable.

2.4 Drone Eligibility

Aeroo Protect can only be activated for drones that:

• Are purchased through Aeroo or an authorised Aeroo reseller
  
• Are new, unused, and unmodified at the time of Protect activation
• Are associated with a valid product serial number
  
• Are activated and linked to the same account or name used at purchase

Used drones, grey market imports, or drones with tampered serial numbers are not eligible for Aeroo Protect.

3. What’s Covered and What’s Not

Aeroo Protect is designed to give you predictable, affordable support in the event of accidental damage, technical issues, or flight-related loss. This section breaks down what’s covered under each service benefit and outlines situations that are not eligible.

3.1 What’s Covered – Scope of Services

The following services are provided under Aeroo Protect:

3.1.1 Fixed-Cost Replacement Service Covers:

You are eligible for a one-time replacement unit (with payment of the applicable service fee) if your drone is damaged or lost under normal use in the following scenarios:

• Collision Damage – Impact with the ground, objects, or environmental hazards
• Water Damage – Accidental water exposure or submersion
• Lost in Flight – Drone disconnects or flies away and cannot be recovered
• Natural Wear and Tear – Where component fatigue causes failure, as determined by Aeroo technicians

The following parts are included with your replacement unit, if required:

• Aircraft (main body) × 1
• Gimbal and camera × 1
• Battery × 1 (only if original is lost or damaged, as assessed)
• Propeller pairs × 2

Your original product (if recovered) will not be returned. A recovered drone may be remotely deactivated and will no longer be functional after replacement.

3.1.2 Exclusive Repair Discount Covers:

During your plan period, you are eligible for unlimited discounted repairs on damage sustained during normal use or minor accidents. Covered parts include:

• Aircraft (frame and internal electronics)
• Gimbal and camera
• Propellers
• Battery (if damaged)

Discounts apply to:

• Replacement parts
• Labour costs
• Diagnostic assessments
• Return shipping (within your home country)

All repairs must be processed through Aeroo’s official service centre. Third-party repair costs are not eligible.

3.1.3 Extended Warranty Covers:

Aeroo Protect extends your standard product warranty by 12 months. This applies to manufacturer defects or hardware failures unrelated to user damage or external factors.

Covered components include:

• Gimbal and camera
• Motors and ESCs
• Vision system and sensors
• Main controller and internal flight hardware

Extended warranty service is available:

• On your original Aeroo Pro, if no replacement was issued, or
• On your replacement unit, beginning from the replacement activation date

3.2 What’s Not Covered – General Exclusions

The following situations are not covered under any Aeroo Protect benefit:

1. Theft, burglary, or loss due to human interference
2. Damage caused by intentional misuse or reckless operation
3. Damage from operating the drone in violation of local laws or safety rules
4. Use of unauthorised third-party accessories or modifications
5. Products purchased outside Aeroo’s authorised channels
6. Any third-party property damage or injury to persons
7. Any litigation, legal claims, or consequential damages
8. Environmental or natural disaster-related damage (e.g., storms, floods, earthquakes)
9. War, riot, or other force majeure events
10. Radiation, nuclear exposure, or similar non-operational risks
11. Indirect losses, including lost profits or time
12. Cosmetic damage that does not impact function (e.g., scratches, dents)

3.3 Service-Specific Exclusions

Replacement Service Does Not Cover:

• Loss occurring outside of a flight scenario (e.g., misplacement on land)
• Flyaways where flight logs cannot be provided
• Partial loss of accessories (e.g., missing propeller only)
• Damage from unauthorised repairs before submission

Repair Discounts Do Not Apply To:

• Repairs performed by third-party or unauthorised technicians
• Replacement of lost or missing components not shipped with the unit
• Units that have been tampered with or modified outside of original spec

Extended Warranty Does Not Cover:

• Any damage caused by user error, including improper takeoff or landing
• Battery damage due to incorrect charging or storage
• Normal wear and tear that does not affect performance
• Operation in unsuitable environmental conditions (e.g., high wind, rain)

4. How to Request a Service

Aeroo Protect services are designed to be simple, transparent, and easy to access. Whether you're requesting a replacement, repair, or warranty support, this section outlines exactly what to do, what to expect, and how long each step typically takes.

All service requests must be submitted via our official support page:
https://aeroodrones.com/pages/support

4.1 Before You Begin

Before submitting a request, please ensure the following:

• Your Aeroo Protect plan is still within its 12-month term
• Your Aeroo Pro’s serial number and Aeroo Protect ID are available
• You are submitting from within the country where the drone and plan were purchased
• You have access to any required data (e.g., flight logs for flyaway events)

We also recommend removing any personal items (SD cards, accessories) and backing up your footage before sending your drone in.

4.2 Process: Fixed-Cost Replacement (Damage or Flyaway)

This process applies if your drone is damaged or lost in flight and you wish to use your one-time replacement benefit.

Steps:

1. Submit Request
   
• Click on “Aeroo Service Request Form” on the support page and fill out the questions.
2. Receive Return Instructions (if applicable)
• For damaged units: we’ll email you a prepaid shipping label and instructions
• For lost units: no return is necessary, but flight logs must be reviewed
3. Service Fee & Review
   
   • Collision: $89 USD
   • Water Damage: $179 USD
   • Lost in Flight: $279 USD
• Once your drone is received (or logs reviewed), we’ll issue a service invoice based on incident type
• Fees:
4. Receive Replacement Drone
   
• After payment is received, your replacement drone will be prepared and dispatched
• Please allow up to 2 business days for dispatch and up to 8 business days for shipping
  
  

Lost drones will be permanently deactivated once replacement is issued.

4.3 Process: Exclusive Repair Discounts

This applies to repairable damage from normal use (e.g., broken arm, gimbal issue, minor crash).

Steps:

1. Submit Request
   
• Click on “Aeroo Service Request Form” on the support page and fill out the questions.
• Provide all required info and describe the damage
2. Return Shipping
   
• We’ll send you a prepaid return label
• Package and send your drone as instructed
3. Assessment & Quotation
   
• Our technicians will inspect your drone within 4 business days of arrival
  
• You’ll receive a repair quote with your exclusive discount applied
4. Approval & Payment
   
• Once you approve the quote and pay, repairs begin
• Your drone is then returned with tracking

All discounted repairs must be completed through Aeroo’s authorised service centre.

4.4 Process: Extended Warranty Support

This applies when your drone is still within its warranty period (standard or extended) and a manufacturer fault is suspected.

Steps:

1. Submit Request
   
• Click on “Aeroo Service Request Form” on the support page and fill out the questions.
• Provide full details of the issue and any supporting video/images
2. Return Shipping
   
• If eligible, we’ll send a return label
• Send only the necessary components (e.g., drone body, no controller unless requested)
3. Assessment
   
• Aeroo technicians will inspect the issue and determine warranty eligibility
• If accepted, repairs or replacements are completed at no cost
4. If Denied:
   
• If the issue is not covered under warranty, we’ll send you a discounted repair quote
• You may approve, decline, or request return of your drone (return shipping may apply)

5. Termination, Returns & Transfers

This section outlines the circumstances in which your Aeroo Protect plan may end, the process for returning or cancelling your plan, and how to transfer it to a new owner if needed.

5.1 Termination of Aeroo Protect

Your Aeroo Protect plan will automatically end when any of the following conditions are met:

1. The 12-month validity period expires from the date of activation or eligibility.
2. Your one-time replacement service has been used.
   
3. You request a cancellation and refund (see 5.2), and the request is accepted.
4. You transfer ownership of the product and plan to another eligible user (see 5.3).
5. Aeroo determines the product or usage falls outside the scope of the policy due to:
• Inaccurate or mismatched purchase or registration details
• Use of the product in a region outside the home country
• Modification, tampering, or unauthorised repair attempts
• Submission of fraudulent, incomplete, or misleading service information

In the event of fraud or policy abuse, Aeroo reserves the right to cancel Aeroo Protect immediately and deny access to further services.

5.2 Return of Aeroo Protect (Refund Eligibility)

You may request a full refund for your Aeroo Protect purchase only if:

• Your Aeroo drone is returned according to Aeroo's return policy
• AND no Aeroo Protect benefits (replacement, repair, or warranty services) have been used
• AND the request is made within 30 days of original purchase
  
  

If your drone is not returned, or any portion of the Aeroo Protect plan has been used, you are not eligible for a refund. All refund requests must be submitted in writing to support@aeroodrones.com from the email address used at checkout.

5.3 Transfer of Aeroo Protect to a New Owner

If you sell or gift your Aeroo Pro to someone else, you may also transfer your Aeroo Protect plan to the new owner. Transfers are allowed only within the same country and must occur within the original plan period .

To transfer ownership:

1. The original owner must email support@aeroodrones.com using the same email used to place the order
2. Include the following details:
• Full name, address, email, and phone number of the new owner
• Date of transfer
• Serial number of the Aeroo Pro being transferred

Once confirmed, Aeroo will update its records and reassign the Aeroo Protect plan to the new owner. The new owner will be considered the primary account holder for the purpose of requesting future services.

A transfer can still be requested after a replacement has been issued, but only the remaining benefits (warranty and repairs) will carry over — not the replacement eligibility.

Mobile Terms of Service

Aeroo Australia

Last updated: Aug. 21, 2024

The Aeroo Australia mobile message service (the "Service") is operated by Aeroo Innovations Pty Ltd (“Aeroo Australia”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Aeroo Australia’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Aeroo Australia through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Aeroo Australia. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to Aeroo or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Aeroo Australia mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to Aeroo or email support@aeroodrones.com.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.