Warranty

Our Hardware solutions are protected by our Manufacturer warranty terms found below. If your equipment is malfunctioning, and you meet the below criteria, we will be happy to process a RMA claim.

For more information, please follow – https://simplifi.io/support for more details related to technical troubles which could be perceived as a non-working device.

Warranty Terms:

  • Length – Valid one year from date of purchase
  • Extended Warranties are offered and proof of purchase would be necessary
  • Coverage is valid only in the United States
  • All claims must be reported within 60 days of the event

Warranty Coverage:

  • Coverage applies to Simplifi “Hardware” device only, not to other connected devices powered through or with Simplifi
  • Coverage covers the replacement of the Simplifi device provided it meets our minimum requirements

Warranty Minimum Requirements

  • Device was not exposed to extreme temperature (hot or cold)
  • Device was not exposed to excessive moisture and/or excessive condensation found within certain climates or outdoor conditions
  • Device remains in tact in one piece and is has not been dropped or other physical damage either by person, animal or act of God
  • Device is or was in normal working condition upon receipt
  • Device was known to work in your area and within your Cellular Carrier at time of purchase
  • Refer to www.simplifirouter.com/cellularservice for more info
  • Device was purchased or provided by a known distributor, provider or other channel

Process for claim
Send a email to RMA@simplifi.io with the following information:

  • IMEI number found on the back label of the device
  • Where you purchase or obtained device
  • Estimate last known working date
  • Issue or details around when your device stopped working – if known
  • Name and contact info including phone number to be contacted by support tech if applicable

For more information, please follow – https://simplifi.io/support for more details related to technical troubles which could be perceived as a non-working device.

Updated: May 23, 2018

Terms & Conditions
The documentation (“Document” or “Agreement”) contains certain terms and conditions under which Simplifi.io sells Simplifi Cloud phones and service to Customers under sales orders agreed to by Simplifi.io and Customer.

These terms and conditions are to be incorporated by reference into the sales order for the Simplifi phones and associated service(s). The terms and conditions of this Document shall control in the event of any conflict with the terms of any sales order, acknowledgment or any other document concerning the services described herein.

General Simplifi Cloud Terms and Conditions:

Simplifi phones and accessories are subject to the standard Simplifi return policy
While phones can be returned per the return policy (see above), service charges already paid are NOT refundable. Refer to Recurring Billing terms below.

During the time of verification with the Customer and Simplifi.io, if the installation will require any cabling work or anything outside of what Simplifi.io defines as a “basic install” (see below) then the customer is required to have a site survey done before the order can be completed in order to determine what beyond the basic install will be needed. Customer agrees to pay for the site survey $299 in addition to any extra fees for the work completed should we proceed with the Simplifi Phone Installation.

Simplifi.io shall retain all rights and remedies at law and in equity, including the right to receive attorney’s fees and costs, against Customer in the event Customer fails to make the reimbursement set forth in this agreement.

Recurring Billing Terms and Conditions

By placing an order with Simplifi.io, Customer accepts the monthly fee, included usage allowance (if any), and usage/overage fees for other features specific to the service purchased. These fee details are presented to the Customer before checkout on the whiteboard and/or other communication with Simplifi sales staff, and can be viewed post-order by logging in at shop.simplifi.io and navigating to “My Account”.

Monthly Billing:
Monthly service, usage, and any other applicable fees are billed on the first of each month, with the exception of the first month which is prorated and charged at checkout along with any activation fee (if applicable), phones (if applicable), and any other products selected.
The credit card used at checkout will be used for future monthly billing related to the order. Customer can update their credit card at any time by logging in at shop.simplifi.io and navigating to “My Account” and clicking “Update Saved Credit Cards.”

Monthly billing includes the service charge for the upcoming month (e.g. on June 1, Customer will pay the fee for the month of June) and any usage, overage, and/or service charges incurred from the previous month (e.g. on June 1, Customer will pay for usage/overage incurred from May 1-31).

In the event that an attempted billing charge fails (due to an expired credit card or any other error), Simplifi will immediately contact Customer with instructions to resolve the issue. It is the Customer’s responsibility to ensure that the credit card on file is valid and able to be charged each month. Simplifi.io will reattempt the charge nightly until the charge is successful. If Simplifi is unable to successfully complete the charge within 5 days, service may be suspended or terminated.

Taxes and Other Fees:
Simplifi collects all taxes and regulatory fees as required by law. Taxes and fees are subject to change when changes to the law are enacted.

Usage and Reporting:
CST timezone is used for usage reporting and billing. Customer acknowledges that usage reports will utilize CST instead of Customer’s local time (e.g. usage incurred at 11:00pm PST on May 31 will be reported and billed as 1:00am CST on June 1).

Customer may view their usage activity by logging in at shop.simplifi.io and navigating to “My Account”
Customer is responsible for monitoring their account activity and understanding the fees that will be incurred based on usage. Customer can view their plan details (monthly fee, any usage allowance included, and all per-usage fees) by logging in at shop.simplifi.io and navigating to “My Account”

Cancellation of Service and Billing:
Customer can cancel their future recurring service with Simplifi at any time by contacting us. Cancellation requests will be processed by Simplifi within 2 business days.
Service already paid for is not refundable, nor can it be prorated (e.g. if the June monthly fee was collected on June 1 and Customer requests cancellation on June 20, future billing will be disabled but the June fee already collected will not be adjusted.)

If any monthly or usage fees are outstanding, Customer must bring the account current prior to cancellation.
Upon Customer cancellation of a Simplifi service, the service will be immediately be disabled. Customer is responsible for making arrangements to avoid disruption or downtime, e.g. porting the number to a new carrier, adjusting call flow setup, etc.

Simplifi Right to Suspend or Terminate Service:
Simplifi may suspend or terminate the provided services under the following circumstances:
Monthly billing has failed and Customer has not provided a resolution within 5 business days
Usage has exceeded reasonable levels and Customer attempts by Simplifi to contact Customer have been unsuccessful
Any unlawful or unethical usage of the Simplifi services

Ownership of Phone Numbers, Service Lines, and Stored Data:
Ported numbers remain the property of the Customer and Customer may port the number away from Simplifi and into another provider at any time. Customer can also request that the forward-to number is changed if Customer wishes to maintain service with Simplifi but forward the number to a different number than the one originally requested (requests will be honored by the following business day).

Records and files related to Simplifi services (e.g. usage detail, call logs, etc) are the property of Simplifi and may not be stored indefinitely. It is the Customer’s responsibility to download or copy this data if a long-term record is required.

Downtime, Failures, and Limitation of Liability:
Simplifi does not provide a service availability guarantee and is not responsible for monetary loss, damages, or other claims resulting from service outages or technical problems. While unlikely, temporary outages and technical malfunctions can occur. Simplifi will make every effort to communicate with Customer and resolve any issues or downtime as quickly as possible, but Simplifi is not liable for problems or damages incurred by Customer from service failures or malfunctions.

Customers porting toll-free or local numbers may experience a gap in service during the port process. Simplifi will communicate with Customer prior to and during the port process to coordinate transfer of service, any required installation of new phones, etc.

Installation Terms and Conditions

Installation and site survey charges are NOT refundable. Additionally, if Customer received free installation at the time of the order and cancels their Simplifi service with Simplifi within the first six (6) months, Customer agrees to reimburse Simplifi.io the amount of $40.00 per phone installed.

Installation Cancellations: If an installation appointment must be canceled, Customer must cancel at least 48 hours prior to the scheduled time. If 24-48 hours notice is given, Customer agrees to reimburse Simplifi.io the amount of $50 per installation site. If the installation is canceled with less than 24 hours notice or if the Customer is not available/business closed at the scheduled installation time, Customer agrees to reimburse Simplifi.io the amount of $100 per installation site.
Installation Rescheduling: Simplifi will accommodate 1 reschedule request with no additional fees if requested more than 48 hours prior to the scheduled installation. If a reschedule is requested less than 48 hours prior to the installation or if multiple reschedule requests are made, Customer will be responsible for a minimum $20 rescheduling fee that is due at the time of scheduling.

Customer will provide no-charge parking access for Simplifi installers at the installation site. In the event Simplifi has to pay for parking at the installation site, Customer agrees to pre-pay for any parking fees at the time of placing the order or to reimburse Simplifi if Simplifi must pay for parking on site.

Simplifi does not guarantee an installer will be available at the dates and times you requested, however, we do our best to accommodate most requests. In rare circumstances, Simplifi may not be able to find an installer for your location and will instead provide self-installation instructions and assistance by phone. Requesting an installation date outside the provided window disqualifies the order from free installation.

Installation includes the basic connection of a phone to an existing ethernet cable or connecting the phone to a wifi network, powering on and updating the phone, and making a test call to verify the phone’s functionality. Any further work will be considered out of scope and is the sole responsibility of the customer to pay at the time the services are rendered.

Customer understands that any additional work out of scope or materials needed is at the sole responsibility of the customer to pay at the time the services are rendered. This includes but is not limited to additional materials needed and additional work required beyond the agreed scope of work as previously defined above.

Customer agrees to reimburse Simplifi.io at the time of services being rendered, and if this occurs outside the normal operating hours of Simplifi.io (9am-5pm CST), payment must be paid the following business day. Customer agrees this will be handled by either the original payment method being rebilled OR paid via another accepted payment method accepted by Simplifi.io.