Our aqua x replacement policy keeps your program running smoothly. We balance standard wear and tear against accidental damage or loss. Because Aqua X hardware and software work together as a unified system, we split issues into covered events and fee-based events. This setup helps your organization get a quick resolution.
What is Covered under the Aqua X Warranty?
Aqua X Warranty Manufacturer Defect
This covers internal hardware failures that happen during normal, everyday use. It only applies if the issue was not caused by user error. Examples include:
Batteries that drain too fast or won't hold a charge
Screens that stop working
Broken charging ports that failed on their own
Internal wiring issues
Persistent Software Bugs
If the Aqua X software or core program features glitch, our team will run remote tests right away. If we cannot fix the software bug through an over-the-air (OTA) update, we will approve a Cyber Dive support device replacement.
What is NOT Covered? (Fees Apply)
Damage and Neglect
We do not cover hardware failures caused by physical drops, water damage that goes past the device's limits, or unauthorized repairs. These issues require a standard replacement processing fee. The cost and fees will be determined on what was agreed per contract.
Lost Devices and Program Graduates
If an Aqua X unit is lost, stolen, or kept by a resident after they graduate from your program, it counts as a loss. Lost devices require a $200 fee so we can set up and send you a new hardware unit.
How to Return Aqua X Hardware: Step-by-Step
If you are wondering how to return aqua x hardware and get a swap with minimal downtime, please follow these simple steps:
1.Open a Support Ticket: Contact our Customer Care team at [email protected] or start a chat in your admin portal. Provide the device serial number and a clear description of the issue. Our team will run remote tests to see if you need a physical swap or an instant software fix.
2.Get Shipping Approval: Once we approve your swap, shipping costs depend on the issue. For a verified Aqua X warranty manufacturer defect, we pay 100% of the ground shipping costs. For other returns, like user damage or program changes, your organization pays for shipping and optional transit insurance.
3.Send Back the Old Device: After your new Aqua X device arrives, pack up the old, broken hardware safely and ship it back to us. You must ship the old device back to our warehouse within 14 calendar days of getting your new unit.
⚠️ Important Warning on Fees: If the carrier does not scan the old Aqua X device or it does not arrive at our warehouse within the 14-day window, we will automatically bill your account a $500 Cyber Dive unreturned device fee.