Service &
Repair

AGENCITY VIDEO MARKETING S.R.L. provides full service for all Meliovate IoT hardware products during the 5-year warranty period and beyond.

The service covers all devices in the Meliovate product family: MSM-1, MSC-1, MIS-1, MHS-1, MHB-1, MWM-1, MSL-1, MCS-1.

The service process consists of two phases: we first try to resolve the issue via remote inspection (which is sufficient in most cases), and only request the device back if physical intervention is needed.

For failures arising within the 5-year warranty period due to manufacturing or material defects, the service is completely free of charge — including parts, labour and two-way shipping.

The conditions for warranty service are the same as those in the Warranty Policy. The warranty does not cover physical damage, water damage, unauthorised modification or misuse.

We also provide service after the warranty period expires. In this case, the repair cost is determined based on a prior quotation.

• Diagnostic fee: $15 — refunded if we accept the repair and the User proceeds with it
• Parts and labour: based on a prior written quotation requiring the User's approval
• Shipping costs: borne by the User in both directions
• Quotation validity: 14 days
• If repair is not economical, the device is returned with the diagnostic fee deducted

For post-warranty service we guarantee parts availability for at least 2 years while the product is in production. We will inform about parts availability for specific products on request.

Many issues with devices running Meliovate OS can be resolved remotely via the Meliovate platform. We always attempt this before requesting physical return.

• Firmware update and reset — via OTA (over-the-air) method with platform access
• Sensor calibration — recalibration possible from the platform software
• Connectivity diagnostics — network and pairing error identification
• Configuration error correction — restoring incorrect settings to default
• Log file analysis — identifying the fault based on data sent by the device

Remote inspection is free during the warranty period. Post-warranty, the initial diagnostic step is also free, during which we determine whether physical repair is necessary.

For physical repair, follow the packaging and return guide below for damage-free shipping:

• Pack the device in original packaging if possible; if not, in a hard box with at least 3 cm of shock absorption all around
• Include the following: device serial number, service ticket/case ID (sent by email), proof of purchase (for warranty cases)
• Before shipping remove fixtures, cables from the apiary — send only the main unit
• Declare value and insure — for warranty cases we reimburse shipping cost based on confirmed amount
• Send the package to the service address provided (communicated by email with return instructions)

The Provider accepts no liability for devices arriving damaged due to inadequate packaging. In case of a damaged arrival, we will notify the User and send photo documentation.

We provide a replacement device during the repair period exclusively to Users with an active Pro subscription, provided:

• The defective device is under warranty repair
• The expected service time exceeds 14 working days
• A replacement device for the given product is available in our stock

The replacement device is provided without a rental fee. The replacement must be returned simultaneously with the return of the repaired device. Loss or damage of the replacement device will be charged at current replacement value.

To submit a service request, for questions and to track the process:

This Service Policy is effective from 24 May 2026. Version: v1.0.