Warranty & RMA Policy

Effective Date: October 8, 2025

This Warranty & RMA Policy ("Policy") defines the warranty coverage and return procedures for Cloud Access Key hardware products ("Products") sold and installed by authorized dealers through approved distributors.

1. Warranty Coverage

Cloud Access Key warrants that all Products will be free from defects in materials and workmanship under normal use during the applicable warranty period.

• Standard Warranty: 2 years from the date of original dealer purchase.
• Elite Dealer Warranty: 5 years from the date of original dealer purchase.

Warranty coverage applies only to Products purchased through authorized Cloud Access Key distributors and installed by a licensed and approved Cloud Access Key dealer.

2. Warranty Exclusions

This warranty does not cover:

• Damage caused by misuse, negligence, accident, or unauthorized modification.
• Improper installation, wiring errors, or exposure to unsuitable environmental conditions (e.g., water intrusion, corrosion, power surges, or extreme temperatures).
• Normal wear and tear, or cosmetic damage.
• Consumable items (cards, credentials, batteries, cabling, etc.).
• Products with removed, altered, or illegible serial numbers or labeling.

Unauthorized Service or Installation

This warranty is void if the Product has been installed, serviced, or modified by anyone other than an authorized Cloud Access Key dealer, distributor, or service representative. Unauthorized opening, repair, or firmware modification immediately voids warranty coverage.

Any Product repaired or replaced under warranty will carry the remaining balance of the original warranty period or 90 days, whichever is longer.

3. Authorized Dealer Responsibility

End users must contact their authorized dealer for all warranty or replacement requests.

• Dealers are responsible for initiating and managing warranty requests through the Cloud Access Key system.
• Cloud Access Key provides warranty service only to dealers, not directly to end users, unless legally required.

4. RMA Process

All RMAs must be authorized by Cloud Access Key Support before any Product is returned.

Dealers may request RMAs by:

• Submitting a request through the Dealer Portal,
• Emailing support@cloudaccesskey.com, or
• Calling Cloud Access Key Support directly.

Once a request is submitted, Cloud Access Key Support will review the request, verify warranty status in the backend system, and determine how the RMA will be processed.

If approved, Cloud Access Key will issue an RMA number and one of the following fulfillment methods will be designated:

Through the Dealer's Authorized Distributor:

• Most RMAs are handled through the dealer's distributor once an RMA number is issued.
• The distributor may, at its discretion, offer advance replacement or require the defective part be received first.

Direct RMA through Cloud Access Key:

• In limited circumstances, Cloud Access Key may process the RMA directly if it determines that the case requires manufacturer handling (for example, product testing, engineering review, or safety concerns).

Unauthorized or unapproved returns may be refused.

5. Inspection and Resolution

All returned Products are inspected and tested by Cloud Access Key or an authorized distributor.

• If the Product is found defective under warranty, it will be repaired or replaced at no charge.
• If out of warranty or damaged due to misuse or improper installation, the dealer will be notified with a replacement quote.

All warranty eligibility and RMA determinations are made solely at the discretion of Cloud Access Key.

6. Advance Replacement

Advance replacement may be available through the dealer's distributor once the RMA is authorized.

• The distributor reserves the right to deny an advance replacement request and require the defective unit to be received first.
• If an advance replacement is approved, the defective Product must be returned within 30 days or the dealer may be billed at full dealer cost for the replacement unit.

7. Limitation of Liability

Cloud Access Key's total liability under this warranty is limited exclusively to the repair or replacement of defective Products.

Under no circumstances shall Cloud Access Key, its affiliates, or distributors be liable for indirect, incidental, or consequential damages, including but not limited to loss of data, business interruption, or loss of profits, arising from the use or inability to use the Product.

8. Governing Law

This Policy is governed by the laws of the State of Utah, without regard to its conflict of law provisions. Any disputes shall be resolved exclusively in the state or federal courts located in Utah County, Utah.

9. Contact Information

Cloud Access Key
Warranty & RMA Department
Email: support@cloudaccesskey.com
Address: 1316 E Spring Water Way, Eagle Mountain, UT 84005