Trexo Downtime Policy

Trexo Home Lease

The Trexo Robotics team is committed to ensuring our clients have reliable access to their Trexo devices. This policy aims to explain those circumstances during which downtime may occur, anticipated durations of downtime events, and procedures to rectify errors.

Our goal is to reduce any mechanical or software issues that may prevent your child from actively using the Trexo device. We aim to proactively solve all issues that are brought to our attention to minimize the inconvenience caused to you and your kiddo.

We understand that there are still times when issues with the Trexo may cause your child to not be able to use the device. This is how we will rectify that.

1. Trexo Robotics will make our best efforts to resolve any technical or mechanical issues within 5 business days. If your Trexo device is non-functional for more than 1 week due to a manufacturer error/delay, Trexo Robotics will credit you for that time via downtime credit towards your warranty period.
2. For customers who are under a lease agreement, Trexo Robotics will extend the warranty of your purchasing agreement for the number of days that the device is non- functional. Downtime credits will be applied to the end of the lease year once the issue has been resolved. 
3. For customers who have purchased/financed the Trexo, Trexo Robotics will extend the warranty of your purchasing agreement for the number of days that the device is non-functional. The downtime credits will be applied at the end of the financing or purchase year. 
4. Downtime credits will be applied once the issue is fully resolved. During the resolution process, the customer is not exempt from completing payments.  
5. The device must be determined and assessed as non-functional due to the manufacturer’s error. Devices rendered non-functional due to user error will not be eligible for downtime credits.
6. This policy will come to effect at the moment the user reports the issue to the Customer Success team, and a non-functional status due to a manufacturer’s error has been determined.
7. We expect our customers to cooperate with our team members in a timely manner (48 hours) with shipping/receiving replacement parts, attending repair calls, and following documentation, guidance and best practices suggested by our team. If the customer becomes unresponsive during the resolution process, this time will not count towards the downtime credit. 
8. Downtime credits will be issued to the customer under the discretion of the Trexo Robotics team and may be assessed on a case-by-case basis. 

*Trexo Robotics reserves the right to amend this Policy without Participant’s consent to the extent necessary to comply with the Company’s internal policies and processes.

** Technical issues covered by this policy include those that will require us to overhaul the device. We will send a shipping case and a shipping label for you to place the Trexo and send it to us.

*** In order to have the Trexo operating as soon as possible, please make sure to follow the time frame and steps shared with you, as well as any instructions or recommendations from our Customer Success team. Not following the time frame, steps, instructions, and/or recommendations, or being unable to receive the repaired device or any parts sent to you at the address provided, will impact this policy. Once the device or part has been received, you may require a check-in with our Customer Success.

**** This policy does not apply to Trexo Treadmills, Rifton Dynamic Pacer Gait trainers, Rifton accessories, or other Trexo product lines. Downtime credits will not apply to issues relating to the above products. Please refer to the policies and warranty documentation relating to these items.