First step
Remote diagnosis
Initial fault finding and support are provided without a diagnostic charge. Many configuration and connectivity problems should not require the Camera to be returned.
Support and repair
Repair before replace, where it makes sense.
MotionUnseen intends to support Cameras in the field rather than treating them as disposable hardware.
Paid servicing is a pre-launch service commitment. Published service prices below come from the MotionUnseen service-pricing authority and may be updated before production sales open.
Covered faults
Guarantee and statutory repairs
Where a repair is required under the MotionUnseen guarantee or applicable statutory consumer rights, the customer is not charged for the necessary repair.
Outside cover
Quoted paid repair
Where practical, MotionUnseen intends to offer paid out-of-guarantee inspection and repair. No chargeable work will begin until the customer has approved the quotation.
Current paid-service pricing
Service pricing is temporarily unavailable online. Any paid repair will still be quoted and approved before chargeable work begins.
Carriage
For ordinary out-of-guarantee servicing, the customer normally pays to send the Camera to MotionUnseen. Return carriage after chargeable work is shown on the quotation before approval. Where consumer law or the MotionUnseen guarantee requires MotionUnseen to bear necessary return costs, the customer is not charged those required costs.
When we may decline a paid repair
We may decline work where the product is unsafe to handle or transport, severely contaminated, fire damaged, extensively liquid damaged, structurally damaged so that safe weather resistance cannot reasonably be restored, heavily modified in an unknown way, or where required parts are unavailable or repair would be uneconomic.
Power banks and lithium batteries
Swollen, leaking, punctured, overheated or otherwise damaged lithium power banks are not repaired. They are isolated from service and handled in accordance with appropriate battery-safety and waste procedures.
Customer recordings and privacy
Customers should download any recordings they wish to retain before returning a Camera where reasonably possible. Service work will be designed to avoid viewing customer images unless doing so is genuinely necessary for diagnosis. Where image access is required, it will be limited to what is necessary for the repair.