Service & Support Terms

During the applicable warranty period, AWALL will repair or replace components that fail due to defects in materials or workmanship in accordance with the AWALL Limited Warranty. Warranty service may be provided remotely, on-site, through replacement parts, by return-to-factory repair, or by product replacement, as determined by AWALL. Service may be performed by AWALL employees or by authorized installers, contractors, or other service providers selected by AWALL.

Before dispatching an on-site technician, AWALL may require the Customer to participate in reasonable remote troubleshooting. This may include telephone or video support, photographs, videos, software logs, serial numbers, network information, or other diagnostic information necessary to evaluate the reported issue. If the issue can reasonably be resolved remotely, AWALL may decline to dispatch on-site service.

The existence of a Limited Warranty does not mean that every service request is covered under warranty. Every reported issue must first be evaluated by AWALL to determine whether the condition is the result of a defect covered by the Limited Warranty.

The AWALL Limited Warranty covers defects in AWALL products only. Warranty service does not apply to conditions resulting from improper installation, relocation, structural deficiencies, inadequate electrical service, power surges, lightning, fire, flood, water intrusion, misuse, abuse, neglect, unauthorized repairs or modifications, accidental damage, cosmetic damage, normal wear, environmental conditions, or other causes beyond AWALL's control.

The warranty also does not cover failures or performance issues related to customer-supplied or third-party equipment, including but not limited to AV receivers, media players, streaming devices, gaming systems, HDMI cables, networking equipment, Wi-Fi, internet service, control systems, home automation systems, software, or any other equipment or services not manufactured by AWALL.

Any condition determined by AWALL not to have been caused by a defect in an AWALL product shall be considered outside the scope of warranty coverage.

All service requests begin with a diagnostic evaluation. AWALL shall have the sole and exclusive authority to determine whether a reported issue is covered under the applicable Limited Warranty following inspection, testing, diagnosis, or other investigation deemed appropriate by AWALL.

A Customer's belief that a condition is covered under warranty shall not obligate AWALL to provide warranty service if AWALL determines that the issue falls outside the scope of warranty coverage.

If AWALL determines that a reported issue is not covered under the Limited Warranty, the requested service shall be treated as non-warranty service. The Customer agrees to pay AWALL's reasonable charges actually incurred in diagnosing and resolving the issue. Such charges may include diagnostic services, labor, travel time, mileage, airfare, lodging, shipping, replacement parts, equipment rental, authorized installer or subcontractor charges, taxes, and any other reasonable costs incurred by AWALL in providing the requested service.

Whenever reasonably practicable, AWALL will provide an estimate before performing repairs beyond the initial diagnostic visit. However, the Customer understands that the initial diagnostic visit itself may be billable if the reported issue is ultimately determined not to be covered under warranty.

The Customer is responsible for providing safe and timely access to the installation site and ensuring that the work area is reasonably accessible. The Customer shall provide adequate electrical service, internet connectivity if required for diagnostics, and an authorized adult representative during all scheduled service appointments. Pets should be secured, personal property should be removed from the immediate work area, and any known hazards should be disclosed before work begins.

If AWALL or its service provider determines that conditions at the site are unsafe or unsuitable for performing the requested work, service may be postponed or discontinued until the conditions have been corrected. Additional charges may apply if multiple visits become necessary due to site conditions or lack of access.

AWALL may utilize independent installers, subcontractors, or other authorized service providers to perform warranty or non-warranty service. Any charges incurred by AWALL for authorized service providers in connection with non-warranty service may be billed to the Customer in accordance with these Terms.

All non-warranty service charges are due in accordance with the payment terms stated on AWALL's invoice unless otherwise agreed in writing. Failure to make timely payment may result in suspension of future non-warranty services and any other remedies available under applicable law. To the extent permitted by law, the Customer agrees to reimburse AWALL for reasonable costs incurred in collecting unpaid amounts, including collection agency fees, court costs, and reasonable attorneys' fees.

Except as expressly set forth in the applicable AWALL Limited Warranty, AWALL makes no other warranties, express or implied, and disclaims all implied warranties, including the implied warranties of merchantability and fitness for a particular purpose, to the fullest extent permitted by law.

To the fullest extent permitted by applicable law, AWALL shall not be liable for indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of use, loss of revenue, loss of profits, business interruption, loss of data, or damage arising from the failure of third-party equipment or services. AWALL shall not be responsible for delays caused by parts availability, shipping carriers, weather, labor shortages, supplier delays, or other circumstances beyond its reasonable control.

Replacement parts may consist of new, refurbished, reconditioned, or functionally equivalent components. AWALL does not guarantee the future availability of replacement parts for discontinued products.

In no event shall AWALL's total liability arising out of or related to any service performed under these Terms exceed the amount paid by Customer to AWALL for the specific service giving rise to the claim.

These Terms shall be governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict of law principles. Any dispute arising out of or relating to these Terms or any service performed hereunder shall be brought exclusively in the state or federal courts located in Palm Beach County, Florida, and each party consents to the personal jurisdiction and venue of such courts and waives any objection based on inconvenient forum. AWALL may revise these Terms from time to time, and the version posted on AWALL's website as of the date a service request is submitted shall govern unless otherwise agreed in writing.

If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.