Peplink Policies

On this page you can find all about our policies

  • Support Service provided by Peplink is only valid for customers who have purchased our software or hardware directly from Peplink Pepwave Limited (“Peplink”). If you did not purchase from Peplink, please contact your authorized reseller for assistance.

     

    Peplink’s Support Service includes providing technical assistance to diagnose and identify software and hardware not performing to documented specifications, and general assistance regarding use and implementation on a limited basis. Peplink’s Support Service only provides assistance to inquiries of network setting or configuration related to our software and hardware, and it does not include step-by-step installation or configuration of software and hardware.

     

    Support Services are available with unlimited Support Ticket / Email Support (8×5).

     

    Below are Support Service policies that you may need to know before contacting Peplink Support Team:

     

    • Valid service period is twelve (12) months, starting from the time of shipment of hardware or software.
    • Peplink’s Support Service would only be provided for customers purchased directly from Peplink.

     

    You should provide valid information to our support team, including: inquiry details or issues experiencing, current firmware version, contact details, model number and serial number of the hardware or software. Please remember to include a diagnostic report, exported by following these instructions, along with your inquiry to save time for troubleshooting.
     

  • Peplink warrants solely to the original end user purchaser (“Purchaser”) that hardware (“Hardware”) purchased from Peplink or our Authorized Partners will be free from defects in materials and workmanship when used within the limits set forth in the documentation (data sheet and user manual) for a period of twelve (12) months, starting from the time of shipment of the Hardware, or the date the Hardware was purchased according to sales registration, whichever is later.

     

    This limited warranty is non-transferable and extends only to the original end-user purchaser who acquired the Hardware from an Authorized Partner who has the right to sell in the end-user’s territory. Peplink explicitly disclaims any warranty obligations for Hardware that is sold outside of the assigned territory of an Authorized Partner. Your exclusive remedy and Peplink’ entire liability under this limited warranty will be for Peplink, at its option, to (a) repair the Hardware with new or refurbished parts, or (b) replace the Hardware with a reasonably available equivalent new or refurbished Peplink Hardware. Any repaired or replacement Hardware will be warranted for the remainder of the original Warranty Period or thirty (30) days, whichever is longer. All Hardware and parts that are replaced become the property of Peplink.

     

    Exclusion and Limitations

     

    This limited warranty does not apply if: (a) the Hardware assembly seal has been removed or damaged, (b) the Hardware has been altered or modified, except by Peplink, (c) the Hardware damage was caused by use with non Peplink Hardware, (d) the Hardware has not been installed, operated, repaired, or maintained in accordance with instructions supplied by Peplink, (e) the Hardware has been subjected to abnormal physical or electrical stress, abuse, misuse, negligence, or accident, (f) the serial number on the Hardware has been altered, defaced, or removed, (g) the Hardware damage was caused by lightning, power surges or wrong voltage usage, or (h) the Hardware is supplied or licensed for beta, evaluation, promotional, testing or demonstration purposes for which Peplink does not charge a purchase price or license fee.

     

    ALL SOFTWARE PROVIDED BY PEPLINK WITH OR WITHOUT THE HARDWARE, WHETHER FACTORY LOADED ON THE HARDWARE, CONTAINED ON MEDIA ACCOMPANYING THE HARDWARE OR DOWNLOADED FROM OUR WEBSITE, IS PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND.

     

    Without limiting the foregoing, Peplink does not warrant that the operation of the Hardware or software will be uninterrupted or error free. Also, due to the continual development of new techniques for intruding upon and attacking networks, Peplink does not warrant that the Hardware, software or any equipment, system or network on which the Hardware or software is used will be free of vulnerability to intrusion or attack. The Hardware and software may include or be bundled with third party software or service offerings. This limited warranty shall not apply to such third party software or service offerings. This limited warranty does not guarantee any continued availability of a third party’s service for which this Hardware’s or software’s use or operation may require.

     

    TO THE EXTENT NOT PROHIBITED BY LAW, ALL IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY, SATISFACTORY QUALITY OR FITNESS FOR A PARTICULAR PURPOSE ARE LIMITED TO THE DURATION OF THE WARRANTY PERIOD. ALL OTHER EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTY OF NON-INFRINGEMENT, ARE DISCLAIMED.

     

    Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. This limited warranty gives you specific legal rights, and you may also have other rights which vary by jurisdiction.

     

    TO THE EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL PEPLINK BE LIABLE FOR ANY LOST DATA, REVENUE OR PROFIT, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES, REGARDLESS OF THE THEORY OF LIABILITY (INCLUDING NEGLIGENCE), ARISING OUT OF OR RELATED TO THE USE OF OR INABILITY TO USE THE HARDWARE AND/OR SOFTWARE, EVEN IF PEPLINK HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT WILL PEPLINK’ LIABILITY EXCEED THE AMOUNT PAID BY YOU FOR THE HARDWARE AND/OR SOFTWARE.

     

    The foregoing limitations will apply even if any warranty or remedy provided under this limited warranty fails of its essential purpose. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

     

  • Introduction

    A security vulnerability is a flaw in the design or implementation of features in a product or service (in the cloud) which can be exploited to compromise system security, customer data or any sensitive information.

     

    Reporting Security Vulnerabilities to Peplink

    If you believe that you have identified a security vulnerability, please use this secured and encrypted form to report to Peplink.
     
    https://contact.peplink.com/secure/create-support-ticket.html
     
    This is the most preferred method of contact. A member of our Peplink Security Team will get in touch with you directly for further analysis of the issue.
     
    In rare situations where using the form is not possible, you may report vulnerabilities by sending email to [email protected]. Please be reminded to include essential information, including but not limited to:

     

    • The affected product(s)
    • Version of running firmware
    • Diagnostic reports
    • Description of vulnerability and any steps to reproduce it

     

    Peplink’s Response to Security Vulnerability

    All vulnerability reports will be analyzed by our Security Team. Peplink will acknowledge vulnerability reports within 24 hours.

     

    Security Fixing Policies

    Normally, security fixes will follow our regular firmware release cycles and be made available in the next production release.

    In the case of zero-day vulnerabilities, critical fixes as special firmware releases will be made available as soon as they are ready.

     

    Announcement of Security Fixes

    Peplink will release security vulnerability announcements publicly on our forum, only when the fixes are available, at:

    https://forum.peplink.com/

  • Peplink consistently releases new firmware to increase the functionality of your Peplink hardware. These added features are free of charge to selected hardware.

    To download a new firmware, a customer should visit the download section of Peplink website.

  • Peplink’s RMA service is only valid for customers who have purchased hardware directly from Peplink. If you did not purchase from Peplink, please contact your hardware provider for assistance and they will be able to arrange repair service or a replacement unit for you.

     

    Under Limited Warranty policies, Peplink will repair your defective hardware . Below are RMA policies that you may need to know before contacting our support team:

     

    • All exclusions and limitations of warranty service apply. Please read the “Limited Warranty Policy” section for information.
    • Valid service period is twelve (12) months, starting from the time of shipment of hardware, or the date the Hardware was purchased according to sales registration, whichever is later.
    • You should be the original owner of the defective hardware.
    • Peplink RMA service would only be provided for customers purchased directly from Peplink.
    • You should provide valid information to our support team, including: issues experiencing, current firmware version, contact details, model number and serial number of the defective hardware . Please remember to include a Diagnostic Report, exported by following the instructions, along with your request to save time for troubleshooting.

     

    Standard RMA

     

    The RMA process is as follows. Failure to follow this procedure may result in additional charges and delays:

     

    • Contact Peplink support team by writing to https://www.peplink.com/contact/support/ and describe experienced issues. Please provide enough details for investigation.
    • You should request a RMA number issued by the Peplink support team with a RMA center address. Peplink will not accept RMA request without a confirmed RMA number.
    • Customers should ship the hardware back within fourteen (14) calendar days after the RMA request confirmation. RMA authorization is revoked after such grace period.
    • Customer should bear all costs of shipping the defective hardware to Peplink RMA Center, while Peplink will be responsible for the costs of sending the repaired hardware back to customer.
    • The authorized RMA number should be written clearly on the returning package.
    • Customers should ship the whole package, including all accessories that came with the hardware, back to Peplink RMA center.
    • Customer is responsible for proper packaging. Any parts or items damaged by insufficient or inaccurate packaging will void the warranty.
    • All personal configurations may be restored to factory default during the refurbishment process, and Peplink disclaims all responsibility and liability for the configurations of the hardware.
    • If the hardware contains defective accessories, please notify Peplink support team about the problem experiencing. It may help to save the shipping cost if it is the case of accessories issues.

     

    Defective On Arrival (DOA) or Advance Hardware Replacement

     

    In the case of DOA or with Advance Hardware Replacement service, a replacement unit may be sent out by Peplink before customer returns the defective hardware. All the policies of warranty, exclusions, and limitations apply in this case.

    Advance Hardware Replacement for a defective hardware will be provided in the event that:
     

    • Peplink hardware is found to be DOA.
    • A customer has purchased TotalCare (North America only) Protection Plan for that hardware.
    • A customer has purchased SmartCare Protection Plan for that hardware.

    Defective On Arrival, DOA, means a hardware is found to be defective that it cannot function properly within the first fourteen (14) calendar days of receipt. In this case, it is Peplink’s responsibility to replace a functional hardware to the customer.
     
    Advance Hardware Replacement is a service included in TotalCare (North America only) or SmartCare.
     
    Below is information which customer may need to know before requesting DOA or Advance Hardware Replacement service:
     

    • Customers should inform Peplink Customer Support about issues experienced when request replacement service, with their contact information and serial numbers of the defective hardware.
    • Peplink Support Team will provide a DOA/RMA number and RMA center address for customer to ship back the defective hardware.
    • In the case of DOA, Peplink will be responsible for the shipping costs both ways. Shipping method will be provided for customer to send in the defective hardware. Return shipping will be also handled by Peplink.
    • In the event of Advance Hardware Replacement, customer should bear all costs of shipping the defective hardware to Peplink RMA Center. Peplink will be responsible for the return shipping only.
    • Customers should ship the whole package, including all accessories which are originally packed with the hardware, back to Peplink’s RMA center.
    • Customers should send back the defective hardware within fourteen (14) calendar days of receipt of the replacement hardware, or Peplink reserves the right to invoice customers at list price of that replacement hardware.

     

    Please contact Customer Service of your Peplink hardware provider for assistance on RMA / DOA / Advance Hardware Replacement arrangements.

  • Two options of EssentialCare are available:

    • EssentialCare 1-Year
    • EssentialCare 2-Year

     
    All policies listed on this page under Support Service, Limited Warranty, Firmware Upgrade, and RMA apply to Peplink hardware with EssentialCare purchased.

     

    EssentialCare 1-Year

     

    EssentialCare 1-Year option is based on the standard policies as listed above with the following amendments. Its valid service period is 12 months, starting from the date after the original warranty or EssentialCare expiry date.
     

    • Technical Support via Support Ticket
    • Firmware Upgrades
    • InControl Cloud Management
    • Hardware Warranty (if applicable)
    • Valid for 1 Year

     

    EssentialCare 2-Year

     

    EssentialCare 2-Year option is based on the standard policies as listed above with the following amendments. Its valid service period is 24 months, starting from the date after the original warranty or EssentialCare expiry date.
     

    • Technical Support via Support Ticket
    • Firmware Upgrades
    • InControl Cloud Management
    • Hardware Warranty (if applicable)
    • Valid for 2 Year

    A Diagnostic Report is required to validate warranty if the Peplink hardware is already out of warranty at the time of purchasing EssentialCare. More information on how to export a Diagnostic Report can be found at this link (instructions).

     

  • Two options of TotalCare are available:

    • TotalCare 1-Year
    • TotalCare 3-Year

     
    All policies listed on this page under Support Service, Limited Warranty, Firmware Upgrade, and RMA apply to Peplink hardware with TotalCare purchased. TotalCare is only available for 210, 310, 380, 580, 710, 1350, 2500, MAX and FusionHub.

     

    TotalCare 1-Year

     

    TotalCare 1-Year option is based on the standard policies as listed above with the following amendments. Its valid service period is 12 months, starting from the date of purchase or after the end of previous TotalCare coverage period, whichever occurs later.
     

    • Technical Support via Support Ticket(24×7)
    • Telephone Support
    • Firmware Upgrades
    • InControl Cloud Management
    • Hardware Warranty (if applicable)
    • Advance Hardware Replacement for RMA (if applicable)
    • Valid for 1 Year

     

    TotalCare 3-Year

     

    TotalCare 3-Year option is based on the standard policies as listed above with the following amendments. Its valid service period is 36 months, starting from the date of purchase or after the end of previous TotalCare coverage period, whichever occurs later.
     

    • Technical Support via Support Ticket(24×7)
    • Telephone Support
    • Firmware Upgrades
    • InControl Cloud Management
    • Hardware Warranty (if applicable)
    • Advance Hardware Replacement for RMA (if applicable)
    • Valid for 3 Year

     
    A Diagnostic Report is required to validate warranty if the Peplink hardware is already out of warranty at the time of purchasing EssentialCare. More information on how to export a Diagnostic Report can be found at this link (instructions).

     

  • Two options of SmartCare are available:

    • SmartCare 1-Year
    • SmartCare 3-Year

     
    All policies listed on this page under Support Service, Limited Warranty, Firmware Upgrade, and RMA apply to Peplink hardware with SmartCare purchased. SmartCare is only available for Blue Chip Series.

     

    SmartCare 1-Year

     

    SmartCare 1-Year option is based on the standard policies as listed above with the following amendments. Its valid service period is 12 months, starting from the date of purchase or after the end of previous SmartCare coverage period, whichever occurs later.
     

    • Technical Support via Support Ticket
    • Firmware Upgrades
    • InControl Cloud Management
    • Hardware Warranty (if applicable)
    • Advance Hardware Replacement for RMA (if applicable)
    • Valid for 1 Year

     

    SmartCare 3-Year

     

    SmartCare 3-Year option is based on the standard policies as listed above with the following amendments. Its valid service period is 36 months, starting from the date of purchase or after the end of previous SmartCare coverage period, whichever occurs later.
     

    • Technical Support via Support Ticket
    • Firmware Upgrades
    • InControl Cloud Management
    • Hardware Warranty (if applicable)
    • Advance Hardware Replacement for RMA (if applicable)
    • Valid for 3 Year

     
    A Diagnostic Report is required to validate warranty if the Peplink hardware is already out of warranty at the time of purchasing EssentialCare. More information on how to export a Diagnostic Report can be found at this link (instructions).

  • PrimeCare is a subscription service that is available for selected devices. These devices will have specific models with SKU numbers ending with -PRM to indicate compatibility with PrimeCare.

     

    • PrimeCare will include IC2, warranty with standard RMA, FusionHub license, SpeedFusion bonding. These features are not available as a separate purchase for PrimeCare devices.
    • PrimeCare is included in the first year, with the ability to continue afterwards via paid subscription.
    • If PrimeCare is not subscribed, the PrimeCare device will continue to work, minus the InControl access, FusionHub functionality, standard RMA, and PrimeCare software licenses.

     

    Please refer to this link for PrimeCare Terms and Conditions.

  • Peplink will grant a 30 days grace period (“Grace Period”) for EssentialCare purchase. During the Grace Period, Customers will be eligible to purchase an EssentialCare for the expired device from the Peplink Online Store.

     

    For Velocity Product Hardware:
     

    • During the warranty coverage period, Customers can purchase an EssentialCare for the Velocity Hardware from the Peplink Online Store. The EssentialCare begins on the day after the original warranty or EssentialCare expiry date.
    •  

    • Upon warranty expiration, a Grace Period of 30 days will be granted. During the Grace Period, Customer will be able to purchase EssentialCare from the Peplink Online Store. The EssentialCare begins on the day after the original warranty or EssentialCare expiry date.
    •  

    • Between the 31st day up to 1 year from the warranty expiry date,
      • subject to a Diagnostic Report once submitted (to the Ticket System) and passed, Customer will be entitled to purchase the EssentialCare from the Peplink Online Store. The EssentialCare begins on the day after the original warranty or EssentialCare expiry date.

     

    For Blue Chip Product Hardware (and Volume-Based category product):
     

    • During the warranty coverage period, Customer can purchase an EssentialCare or SmartCare (or TotalCare) (“SmartCare”) for the Blue Chip Hardware from the Peplink Online Store. The EssentialCare begins on the day after the original warranty or EssentialCare expiry date; whereas the SmartCare begins from the date of purchase, unless otherwise specified by the Customer.
    • Upon warranty expiration, a Grace Period of 30 days will be granted. During the Grace Period, Customer will still able to purchase EssentialCare or SmartCare from the Peplink Online Store. The EssentialCare begins on the day after the original warranty or EssentialCare expiry date; whereas the SmartCare begins from the date of purchase, unless otherwise specified by the Customer.
    • Between the 31st day and up to the 6th Month from the warranty or EssentialCare expiry date,
      • subject to a Diagnostic Report once submitted (to the Ticket System) and passed, Customer will be entitled to purchase EssentialCare or SmartCare from the Peplink Online Store. The EssentialCare begins on the day after the original warranty or EssentialCare expiry date; whereas the SmartCare begins from the date of purchase;
      • if the Diagnostic Report is unavailable or failed, Customer will only be entitled to purchase Trade-in Replacement.
    • Between the day after the 6th Month up to 2 Years from the warranty expiry date,
      • subject to a Diagnostic Report once submitted (to the Ticket System) and passed, Customer will be entitled to purchase the SmartCare from the Peplink Online Store. The SmartCare begins from the date of purchase;
      • if the Diagnostic Report is unavailable or failed, Customer will only be entitled to purchase Trade-in Replacement.



       
      Please refer to this link for further details about the Renewal Policy.

  • Peplink provides an optional shipping insurance for hardware purchased over Peplink Online Store. The optional insurance will insure the shipping of the purchase from our office to the final destination. The shipping insurance will cover 100% of the value of the goods in case of loss by the delivery company.
     

    • The insured amount is the total value of the hardware of the order excluding the shipping and insurance fees.
    • The insurance rate is charged at 2% of the total value of the goods.
    • The insurance does not cover damages, missing accessories, mishandling nor proper functioning of the hardware. Read more on our RMA policy.
    • To get protected under this insurance plan, it is required to inform us within 2 days after receipt of shipment if any damages or loss to the goods are found.

     
    If it is suspected that the package has been lost during the shipment and the shipping insurance has been purchased, please contact us at https://www.peplink.com/contact/ and provide us with the order information.

  • Peplink | Pepwave | Pepxim

    Legal Notices:
    ©2009-2017 Peplink Pepwave Limited. PEPLINK, PEPWAVE, PEPXIM, Peplink logo, Pepwave logo and Pepxim logo are trademarks or registered trademarks of Peplink Pepwave Limited. All other brands or products mentioned may be trademarks or registered trademarks of their respective owners.

    This document does not create any express or implied warranty about Peplink or about its products or services. Peplink’s sole warranty is contained in its product warranty. Peplink has made reasonable efforts to verify that the information contained herein is accurate, but Peplink assumes no responsibility for its use or any infringement of patents or other rights of third parties that may result. The customer is solely responsible for verifying the suitability of Peplink’s products for its use.

    Specifications are subject to change without prior notice. Please visit our website for accurate and update specifications.

     

    Peplink End User License Agreement

     

    READ THIS END USER LICENSE AGREEMENT (“AGREEMENT”) BEFORE DOWNLOADING, INSTALLING, OR USING THE SOFTWARE. BY DOWNLOADING, INSTALLING, OR USING THE SOFTWARE OR OTHERWISE EXPRESSING YOUR AGREEMENT TO THE TERMS CONTAINED HEREIN, YOU (AS CUSTOMER OR IF YOU ARE NOT THE CUSTOMER, AS A REPRESENTATIVE/AGENT AUTHORIZED TO BIND THE CUSTOMER) CONSENT TO BE BOUND BY THIS AGREEMENT. IF YOU DO NOT OR CANNOT AGREE TO THE TERMS CONTAINED HEREIN, THEN (A) DO NOT DOWNLOAD, INSTALL, OR USE THE SOFTWARE, AND (B) YOU MAY CONTACT PEPLINK PEPWAVE LIMITED. REGARDING LICENSE TERMS.

     

    1. DEFINITIONSThe parties to this Agreement are Peplink Pepwave Limited and its affiliates (collectively “Peplink”), and the person or organization that originally purchased from Peplink or an authorized Peplink reseller the applicable license(s) for use of the Software (“Customer”) (collectively, the “Parties”). In this Agreement, “Software” means the program modules and features of the Peplink or Peplink-supplied software, and updates and releases of such software, for which Customer has paid the applicable license or support fees to Peplink or an authorized Peplink reseller. “Embedded Software” means Software which Peplink has embedded in the Peplink device.
    2. GRANT OF LICENSE Subject to payment of the applicable fees and the limitations and restrictions set forth herein, Peplink grants to Customer a non-exclusive and non-transferable license, without right to sublicense, to use the Software, in executable form only, subject to the following use restrictions:
      • a) Customer shall use the Embedded Software solely as embedded in, and for execution on, Peplink equipment originally purchased by Customer from Peplink or an authorized Peplink reseller.
      • b) Customer shall use the Software on a single hardware chassis having a single processing unit.
      • c) Product purchase documents, paper or electronic user documentation, and/or the particular licenses purchased by Customer may specify limits to Customer’s use of the Software. Such limits may restrict use to a maximum number of concurrent users, sessions, calls, connections, subscribers, clusters, nodes, realms, devices, links, ports or transactions, or require the purchase of separate licenses to use particular features, functionalities, services, applications, operations, or capabilities, or provide throughput, performance, configuration, bandwidth, interface, processing, temporal, or geographical limits. In addition, such limits may restrict the use of the Software to managing certain kinds of networks or require the Software to be used only in conjunction with other specific Software. Customer’s use of the Software shall be subject to all such limitations and purchase of all applicable licenses.
    3. RESTRICTIONS & LIMITATIONS  Notwithstanding the foregoing, the license provided herein does not permit the Customer to, and Customer agrees not to and shall not: (a) modify, unbundle, reverse engineer, or create derivative works based on the Software; (b) make unauthorized copies of the Software (except as necessary for backup purposes); (c) rent, sell, assign, transfer, or grant any rights in and to any copy of the Software, in any form, to any third party; (d) remove any proprietary notices, labels, or marks on or in any copy of the Software or any product in which the Software is embedded; (e) distribute any copy of the Software to any third party, including as may be embedded in Peplink equipment sold in the secondhand market; (f) use any ‘locked’ or key-restricted feature, function, service, application, operation, or capability without first purchasing the applicable license(s) and obtaining a valid key from Peplink, even if such feature, function, service, application, operation, or capability is enabled without a key; (g) distribute any key for the Software provided by Peplink to any third party; (h) use the Software in any manner that extends or is broader than the uses purchased by Customer from Peplink or an authorized Peplink reseller; (i) use the Embedded Software on non-Peplink equipment; (j) use the Software (or make it available for use) on Peplink equipment that the Customer did not originally purchase from Peplink or an authorized Peplink reseller; (k) disclose the results of testing or benchmarking of the Software to any third party without the prior written consent of Peplink; or (l) use the Software in any manner other than as expressly provided herein.
    4. AUDIT Customer shall maintain accurate records as necessary to verify compliance with this Agreement. Upon request by Peplink, Customer shall furnish such records to Peplink and certify its compliance with this Agreement.
    5. CONFIDENTIALITY The Parties agree that aspects of the Software and associated documentation are the confidential property of Peplink. As such, Customer shall exercise all reasonable commercial efforts to maintain the Software and associated documentation in confidence, which at a minimum includes restricting access to the Software to Customer employees and contractors having a need to use the Software for Customer’s internal business purposes.
    6. OWNERSHIP Peplink and Peplink’s licensors, respectively, retain ownership of all right, title, and interest (including copyright) in and to the Software, associated documentation, and all copies of the Software. Nothing in this Agreement constitutes a transfer or conveyance of any right, title, or interest in the Software or associated documentation, or a sale of the Software, associated documentation, or copies of the Software.
    7. LIMITED WARRANTY The warranty applicable to the Software shall be as set forth in the warranty statement that accompanies the Software (the “Warranty Statement”). Nothing in this Agreement shall give rise to any obligation to support the Software. Support services may be purchased separately. Any such support shall be governed by a separate, written support services agreement.
    8. NO OTHER WARRANTIES PEPLINK HEREBY EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF TITLE, NON-INFRINGEMENT, FITNESS FOR A PARTICULAR PURPOSE AND MERCHANTABILITY. SOME JURISDICTIONS DO NOT ALLOW THE DISCLAIMER OF IMPLIED WARRANTIES, SO THE ABOVE DISCLAIMER MAY NOT APPLY TO YOU, IN WHICH CASE THE DURATION OF ANY SUCH IMPLIED WARRANTIES IS LIMITED TO THIRTY (30) DAYS FROM YOUR DATE OF PURCHASE. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS. YOU MAY HAVE OTHER LEGAL RIGHTS WHICH VARY FROM JURISDICTION TO JURISDICTION.
    9. LIMITATION OF LIABILITY TO THE MAXIMUM EXTENT PERMITTED BY LAW, PEPLINK SHALL NOT BE LIABLE FOR ANY LOST PROFITS, LOSS OF DATA, OR COSTS OR PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES, OR FOR ANY SPECIAL, INDIRECT, OR CONSEQUENTIAL DAMAGES ARISING OUT OF THIS AGREEMENT, THE SOFTWARE, OR ANY PEPLINK OR PEPLINK-SUPPLIED SOFTWARE. IN NO EVENT SHALL PEPLINK BE LIABLE FOR DAMAGES ARISING FROM UNAUTHORIZED OR IMPROPER USE OF ANY PEPLINK OR PEPLINK-SUPPLIED SOFTWARE. EXCEPT AS EXPRESSLY PROVIDED IN THE WARRANTY STATEMENT TO THE EXTENT PERMITTED BY LAW, PEPLINK DISCLAIMS ANY AND ALL WARRANTIES IN AND TO THE SOFTWARE (WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE), INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. IN NO EVENT DOES PEPLINK WARRANT THAT THE SOFTWARE, OR ANY EQUIPMENT OR NETWORK RUNNING THE SOFTWARE, WILL OPERATE WITHOUT ERROR OR INTERRUPTION, OR WILL BE FREE OF VULNERABILITY TO INTRUSION OR ATTACK. In no event shall Peplink’s or its suppliers’ or licensors’ liability to Customer, whether in contract, tort (including negligence), breach of warranty, or otherwise, exceed the price paid by Customer for the Software that gave rise to the claim, or if the Software is embedded in another Peplink product, the price paid by Customer for such other product. Customer acknowledges and agrees that Peplink has set its prices and entered into this Agreement in reliance upon the disclaimers of warranty and the limitations of liability set forth herein, that the same reflect an allocation of risk between the Parties (including the risk that a contract remedy may fail of its essential purpose and cause consequential loss), and that the same form an essential basis of the bargain between the Parties.
    10. TERMINATION Any breach of this Agreement or failure by Customer to pay any applicable fees due shall result in automatic termination of the license granted herein. Upon such termination, Customer shall destroy or return to Peplink all copies of the Software and related documentation in Customer’s possession or control.
    11. TAXES All license fees for the Software are exclusive of taxes, withholdings, duties, or levies (collectively “Taxes”). Customer shall be responsible for paying Taxes arising from the purchase of the license, or importation or use of the Software.
    12. CRITICAL APPLICATIONS  The Software is not designed for, and shall not be used in, life support systems, critical care applications, human implantations, commercial aviation, nuclear facilities, on-line control equipment in hazardous environments requiring fail-safe performance, or systems or any other applications where product failure could directly lead to physical injury to persons or loss of life or catastrophic property damage (“Critical Applications”). Peplink disclaims any and all liability for use of the Software in Critical Applications, and you agree to fully indemnify, defend and hold harmless Peplink and its suppliers from and against (i) any and all claims, demands, actions, litigation, proceedings and the like arising out of or related to use or sale of such Critical Applications (“Use Claims”), and (ii) any and all liens, liabilities, damages, costs, expenses (including reasonable attorney’s fees) and the like arising out of or related to any Use Claims.
    13. EXPORT CONTROL Customer agrees to comply with all applicable export laws and restrictions and regulations of any United States and any applicable foreign agency or authority, and not to export or re-export the Software or any direct product thereof in violation of any such restrictions, laws or regulations, or without all necessary approvals. Customer shall be liable for any such violations. The version of the Software supplied to Customer may contain encryption or other capabilities restricting Customer’s ability to export the Software without an export license.
    14. GOVERNMENT END USERS GOVERNMENT END USERS – The Software is “commercial computer software” and is provided with restricted rights. Use, duplication, or disclosure by the United States government is subject to restrictions set forth in this Agreement and as provided in DFARS 227.7201 through 227.7202-4, FAR 12.212, FAR 27.405(b)(2), FAR 52.227-19, or FAR 52.227-14(ALT III) as applicable. Peplink reserves all rights not expressly granted herein.
    15. THIRD PARTY SOFTWARE Any licensor of Peplink whose software is embedded in the Software and any supplier of Peplink whose products or technology are embedded in (or services are accessed by) the Software shall be a third party beneficiary with respect to this Agreement, and such licensor or vendor shall have the right to enforce this Agreement in its own name as if it were Peplink. In addition, certain third party software may be provided with the Software and is subject to the accompanying license(s), if any, of its respective owner(s). To the extent portions of the Software are distributed under and subject to open source licenses obligating Peplink to make the source code for such portions publicly available (such as the GNU General Public License (“GPL”) or the GNU Library General Public License (“LGPL”)), Peplink will make such source code portions (including Peplink modifications, as appropriate) available upon request for a period of up to three years from the date of distribution. Such request can be made in writing to Peplink Pepwave Limited. You may obtain a copy of the GPL at: http://www.gnu.org/licenses/gpl.html, and a copy of the LGPL at http://www.gnu.org/licenses/lgpl.html.
    16. GOVERNING LAW This License shall be governed by and construed in accordance with the laws of the laws of the Hong Kong Special Administrative Region without reference to its choice of law provisions. The provisions of the U.N. Convention for the International Sale of Goods shall not apply to this Agreement. For any disputes arising under this Agreement, the Parties hereby consent to the personal and exclusive jurisdiction of, and venue in, the courts within Hong Kong Special Administrative Region. This Agreement constitutes the entire and sole agreement between Peplink and the Customer with respect to the Software, and supersedes all prior and contemporaneous agreements relating to the Software, whether oral or written (including any inconsistent terms contained in a purchase order), except that the terms of a separate written agreement executed by an authorized Peplink representative and Customer shall govern to the extent such terms are inconsistent or conflict with terms contained herein. No modification to this Agreement nor any waiver of any rights hereunder shall be effective unless expressly assented to in writing by the party to be charged. If any portion of this Agreement is held invalid, the Parties agree that such invalidity shall not affect the validity of the remainder of this Agreement. This Agreement and associated documentation has been written in the English language, and the Parties agree that the English version will govern.
  • The InControl subscription is a standalone service that enables selected Peplink devices to connect to InControl. While InControl is included as a part of warranty and PrimeCare, the InControl subscription enables you to connect devices to InControl without any additional subscription services.

     

    Supported Devices

     

    The full list of products that have InControl subscription is available on the InControl product page under “Product Availability”. The devices listed on this page is subject to change, please check periodically to ensure you have the latest version.

     

    Use of Subscription Services

     

    Any Peplink device will function on InControl as long as it is subscribed to InControl subscription, Warranty, or PrimeCare. Customers are able to change between InControl subscription and warranty without any interruption in InControl service. However, PrimeCare devices are unable to use InControl Subscriptions. Please refer to the PrimeCare Terms and Conditions for full details.

     

    If a device no longer subscribed to any service, they will no longer be able to access InControl. However, all records from the device’s time under subscription will be retained and will remain accessible on InControl. If the device re-enters warranty or InControl subscription, it will once again become visible and manageable on InControl. InControl subscriptions are non-transferrable, each subscription is specific to the device that it is assigned to.

  • IMPORTANT: PLEASE READ THE FOLLOWING TERMS AND CONDITIONS CAREFULLY. THEY CONTAIN IMPORTANT INFORMATION ABOUT YOUR RIGHTS AND OBLIGATIONS, AS WELL AS LIMITATIONS AND EXCLUSIONS THAT APPLY TO YOUR PURCHASES.

     

    Typographical Errors

     

    Peplink strives to make every piece of information as accurately as we could. In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information, we shall have the right to refuse or cancel any orders placed for products listed at the incorrect price. Peplink shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card has been charged. If your credit card has already been charged for the purchase and your order is canceled, Peplink shall immediately issue a credit to your credit card account in the amount of the charge.

     

    Product Availability

     

    Peplink cannot guarantee product availability and products, nonetheless, these items may not be available for immediate delivery. Peplink reserves the right, without liability or prior notice, to revise, discontinue, or cease to make available any or all products or to cancel any order. If there is any revision, discontinuance, or cessation, we may, in our discretion, ship products which have substantially similar functionality and specifications to the products ordered or cancel your order.

     

    Payment, Importation and Shipping

     

    All payments to Peplink should be made before the shipment via wire transfer with an additional USD 25 bank charge included in the invoice for each wire transfer if the amount of the wire transfer is less than USD 3,000. Each party should bear the bank charge payable to its own bank.

     

    For payments by credit card, additional charge of 4.5% will be applied.

     

    All prices are exclusive of charges for freight, insurance, value-added, withholding, and other taxes and duties.

     

    Import duties and local taxes are NOT included in the quoted price of goods being delivered to any locations. You will be responsible for the paying of any and all import duties and local taxes including any administration charges upon receipt.

     

    In addition, Peplink does not offer drop-shipping.

     

    Ordering and Cancellation

     

    All Orders are subject to Peplink’s acceptance, and an Order will not bind Peplink until Peplink accepts the Order in writing. Partial shipment of an Order will not constitute acceptance of the entire Order in the absence of a written acceptance of the entire Order by Peplink.

    Order without confirmation (i.e. payment or purchase order) 30 days from the order create date will be cancelled without prior notice.

     

    Shipment Schedule and Rescheduling

     

    Peplink will use commercially reasonable efforts to deliver the Products at the dates specified in its written acceptance of an Order. Peplink will not be liable to any other party for any delay in the delivery of the Products.

     

    No changes are allowed 2 working days before the shipment schedule, or a change fee will be applied.

     

    Peplink reserves the right to reschedule shipment according to stock availability.

     

    If you have any concerns regarding the schedule, please contact [email protected].

     

    Payment Security

     

    We work to protect the security of your credit card information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input and all other private information so that it would not be read as the information travels over the Internet.

     

    We worked with Third-Party Service Provider for processing credit card payments. We transmit the entire credit card number to the appropriate credit card company during order processing but we will not store credit card information. We do not store credit information other than the last four digits of your credit card number, which is only used for confirming an order. As a result, you will be required to submit credit card information with every new payment.

     

    It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.

     

    Export Controls

     

    No person or entity may transfer Peplink/Pepwave products to sanctioned countries, sanctioned persons and anyone on a list of prohibited persons, including but not limited to:

     

    • http://www.tid.gov.hk/english/import_export/uns/uns_countrylist.html
    • https://www.treasury.gov/resource-center/sanctions/SDN-List/Pages/consolidated.aspx
    • https://www.treasury.gov/resource-center/sanctions/SDN-List/Pages/default.aspx
    • https://www.treasury.gov/ofac/downloads/ctrylst.txt
    • http://eeas.europa.eu/cfsp/sanctions/consol-list/index_en.htm
    • http://ec.europa.eu/external_relations/cfsp/sanctions/list/version4/global/global.xml
    • http://dfat.gov.au/international-relations/security/sanctions/pages/consolidated-list.aspx#list

     

    Further, Peplink/Pepwave products are not used for any chemical or biological weapons, and sensitive nuclear end-uses, or missiles to deliver them.

     

    Cookie Policy

     

    Cookies are unique identifiers that we transfer to your device to enable our systems to recognize your login and preferred settings such as user profile for repeat orders and storage of items in your Shopping Cart between visits. Our purpose of collecting the data is to identify people flows around our stores to maximize the efficiency of our store design.

     

    The Help feature on most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. If you choose to block these cookies, our website may not work as it should and any preferences you have may be lost.

     

    This policy was updated on May 13, 2020.