One Education warrants its products against defects in materials and workmanship over a minimum two-year period when used normally and not subject to accident, abuse, alteration, misuse or neglect. Other products are covered by a one-year warranty unless otherwise specified.

The Standard Warranty does not cover accidental damage unless Accidental Damage Protection (ADP) has been expressly included. Accidental damage claims are subject to the ADP Terms and Conditions set out below.

If your device experiences a hardware fault we will attempt to repair the device or replace it with a working unit, free of charge. In-warranty repair or replacement parts and products are warranted only for the unexpired portion of the original warranty period. All warranty claims are subject to approval by One Education and may be refused if non-warranted damage is reasonably suspected.

Products presented for replacement may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the products.

Use outside published guidelines or in environments materially inconsistent with normal educational or business deployment may affect warranty or ADP eligibility.

(a) consumable parts, such as batteries or protective coatings that are expected to diminish over time, unless failure has occurred due to a defect in materials or workmanship;

(b) cosmetic damage, including but not limited to scratches, dents and broken plastic or ports unless failure has occurred due to a defect in materials or workmanship;

(c) damage caused by use with a third party component or product that does not meet the One Education Product’s specifications (One Education Product specifications are available at www.one-education.org under the technical specifications for each product);

(d) damage caused by accident, abuse, misuse, fire, liquid contact, earthquake or other external cause;

(e) damage to returned products occurred during transport, particularly due to improper packing;

(f) damage caused by operating the One Education Product outside One Education’s published guidelines;

(g) damage caused by service (including upgrades and expansions) performed by anyone who is not an authorised representative of One Education;

(h) a One Education Product that has been modified to alter functionality or capability without the written permission of One Education;

(i) defects caused by normal wear and tear or otherwise due to the normal aging of the One Education Product;

(j) if any serial number has been removed or defaced from the One Education Product; or

(k) if One Education receives information from relevant public authorities that the product has been stolen or if you are unable to deactivate passcode-enabled or other security measures designed to prevent unauthorised access to the One Education Product, and you cannot prove in any way that you are the authorised user of the product (e.g. by presenting proof of purchase);

(l) software issues, corrupted data or malfunctioning programs including the operating system or related software components;

(m) accidental damage exclusions are replaced by ADP coverage where ADP has been purchased and the claim satisfies ADP eligibility criteria.

If your warranty has expired, or your issue is not covered by warranty or ADP, then repairs will be charged with reference to this support article:

Spare Parts and Repair Fees

Costs associated with freights, labour and spare parts will be charged to you unless otherwise agreed between parties. One Education provides a three-month warranty on products repaired out of warranty. If ADP eligibility is not met, out-of-warranty repair fees will apply as described. In our efforts to maintain the degree of affordability and accessibility of our Products, the cost of labour and spare parts is regularly reviewed to minimise the financial impact which non-warranty repairs may pose.

1. Overview

Accidental Damage Protection (ADP) provides coverage for certain unintentional and unforeseen physical damage events occurring during normal use of an eligible device.

ADP is designed to support customers in the event of genuine accidental damage. It is not intended to replace reasonable care, responsible asset management, or structured damage-mitigation practices.

ADP applies only where it has been expressly included in the product specification or agreed in writing at the time of purchase.

2. What ADP Covers

Subject to these Terms, ADP may cover:

• • • Accidental drops resulting in cracked screens or casing damage
    • Accidental liquid spills
    • Impact damage from an isolated, unforeseen event
    • Accidental electrical surges

Coverage applies only to single, unintentional incidents occurring during normal use.

3. What ADP Does Not Cover

ADP does not cover:

• • • Damage resulting from misuse, abuse, neglect, or intentional acts
    • Repeated or patterned damage to the same device
    • Cosmetic damage that does not affect functionality
    • Progressive wear, hinge stress or structural fatigue arising from ongoing handling practices
    • Damage caused by use outside normal educational or business environments
    • Damage where reasonable care was not exercised
    • Loss, theft or unexplained disappearance
    • Damage caused by third-party repair or modification

Where the nature or frequency of damage suggests systemic handling issues rather than isolated accidental events, One Education reserves the right to decline coverage under ADP.

4. Expected Usage Environment

Devices supplied under warranty and/or ADP are priced and supported based on deployment within normal educational or business environments, including supervised institutional use.

Where devices are deployed in materially higher-risk environments (including structured 24/7 circulation, domestic hire programs, or unsupervised high-frequency transit), this may be considered when assessing ADP eligibility.

This clause does not restrict offsite use but acknowledges that materially altered risk profiles may impact claim assessment.

5. Claim Requirements

To assess an ADP claim, One Education may request:

• • • Serial number
    • Description of incident (date, time, location)
    • Explanation of how damage occurred
    • Photographs of damage
    • Confirmation that the device has not been previously repaired by a third party

Incomplete or inconsistent information may delay claim processing.

6. Claim Frequency & Eligibility Review

ADP is intended to address isolated accidental events.

If multiple ADP claims are submitted for:

• • • The same serial number, or
    • A fleet at a materially higher frequency than industry norms,

One Education may initiate an eligibility review. This review may include:

• • • Assessment of deployment practices
    • Request for mitigation strategies
    • Discussion of handling controls
    • Evaluation of repeat damage patterns

Following review, One Education may:

• • • Approve the claim
    • Approve subject to conditions
    • Decline the claim where damage falls outside ADP intent

7. Service Levels & Parts Availability

ADP repairs are subject to:

• • • Parts availability
    • Assessment timelines
    • Operational capacity

Where claim volumes materially exceed normal forecasting assumptions, repair timeframes may be extended. Customers will be notified where delays occur.

8. Interaction with Standard Warranty

ADP supplements, but does not replace, the standard manufacturer warranty.

Where damage is determined to be due to manufacturing fault, it will be treated under standard warranty terms.

Where damage is accidental in nature and eligible under ADP, it will be assessed under these ADP Terms.

Where damage is excluded under both standard warranty and ADP, repair may be offered on a chargeable basis.

9. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies rights under the Australian Consumer Law.

During the process of repair or replacement, all of your stored data may be lost. Please ensure that you have saved this data elsewhere prior to returning your device. One Education is not responsible for the loss of any data, including confidential information, proprietary information, or personal information, contained in a returned product.

You can claim a remedy directly from the manufacturer or importer if the goods do not meet one or more of the following consumer guarantees:

• • • Acceptable quality
    • Matching description
    • Any extra promises made about such things like performance, condition and quality
    • Repairs and spare parts - the manufacturer is responsible for ensuring that spare parts and repair facilities (a place that can fix the consumer’s goods) are available for a reasonable time after purchase unless you were told otherwise. How long is ‘reasonable’ will depend on the type of product.

Under the Australian Law you are entitled to a 'Consumer Guarantee' and this means that you are entitled to the following:

• • • Match descriptions made by the salesperson, on packaging and labels, and in promotions or advertising
    • Match any demonstration model or sample you asked for
    • Be fit for the purpose the business told you it would be fit for and for any purpose that you made known to the business before purchasing
    • Come with full title and ownership
    • Not carry any hidden debts or extra charges
    • Come with undisturbed possession, so no one has a right to take the goods away or prevent you from using them
    • Meet any extra promises made about performance, condition and quality, such as lifetime guarantees and money back offers
    • Have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.

Under the Australian Consumer Law, you are entitled to a refund if the product you purchased fails to meet a Consumer Guarantee, for example, the ACL requires that goods must be free of defects, and do what they are meant to do. All One Education Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure with a product. You are also entitled to have your product repaired at your discretion, and at no additional cost, if the product you purchased presents a defect or failure which does render the product unsuitable for its purpose. Your rights under the ACL may extend beyond the time period set by the standard product warranty associated with the product you purchased. To obtain a refund for a faulty product you wish to return, contact One Education with your order or invoice number and our friendly team will be happy to assist. One Education reserves the right to inspect the product returned and confirm the validity of the faults reported to exclude any Customer Induced Damage (CID), before processing your refund. Improper use of a product, for example if a product has been used for a purpose or in an environment for which the product is not suitable, may grant One Education the right to refuse a remedy or refund. In most circumstances, you are required to return the product with all of its accessories as it was first delivered. You are not required to return the product with the original packaging.

One Education warrants its products against defects in materials and workmanship over a minimum two-year period when used normally and not subject to accident, abuse, alteration, misuse or neglect. Other products are covered by a one-year warranty unless otherwise specified.

The Standard Warranty does not cover accidental damage unless Accidental Damage Protection (ADP) has been expressly included. Accidental damage claims are subject to the ADP Terms and Conditions set out below.

If your device experiences a hardware fault we will attempt to repair the device or replace it with a working unit, free of charge. In-warranty repair or replacement parts and products are warranted only for the unexpired portion of the original warranty period. All warranty claims are subject to approval by One Education and may be refused if non-warranted damage is reasonably suspected.

Products presented for replacement may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the products.

Use outside published guidelines or in environments materially inconsistent with normal educational or business deployment may affect warranty or ADP eligibility.

(a) consumable parts, such as batteries or protective coatings that are expected to diminish over time, unless failure has occurred due to a defect in materials or workmanship;

(b) cosmetic damage, including but not limited to scratches, dents and broken plastic or ports unless failure has occurred due to a defect in materials or workmanship;

(c) damage caused by use with a third party component or product that does not meet the One Education Product’s specifications (One Education Product specifications are available at www.one-education.org under the technical specifications for each product);

(d) damage caused by accident, abuse, misuse, fire, liquid contact, earthquake or other external cause;

(e) damage to returned products occurred during transport, particularly due to improper packing;

(f) damage caused by operating the One Education Product outside One Education’s published guidelines;

(g) damage caused by service (including upgrades and expansions) performed by anyone who is not an authorised representative of One Education;

(h) a One Education Product that has been modified to alter functionality or capability without the written permission of One Education;

(i) defects caused by normal wear and tear or otherwise due to the normal aging of the One Education Product;

(j) if any serial number has been removed or defaced from the One Education Product; or

(k) if One Education receives information from relevant public authorities that the product has been stolen or if you are unable to deactivate passcode-enabled or other security measures designed to prevent unauthorised access to the One Education Product, and you cannot prove in any way that you are the authorised user of the product (e.g. by presenting proof of purchase);

(l) software issues, corrupted data or malfunctioning programs including the operating system or related software components;

(m) accidental damage exclusions are replaced by ADP coverage where ADP has been purchased and the claim satisfies ADP eligibility criteria.

If your warranty has expired, or your issue is not covered by warranty then repairs will be charged with reference to this support article:

Spare Parts and Repair Fees

Costs associated with freights, labour and spare parts will be charged to you unless otherwise agreed between parties. One Education provides a three-month warranty on products repaired out of warranty. If ADP eligibility is not met, out-of-warranty repair fees will apply as described. In our efforts to maintain the degree of affordability and accessibility of our Products, the cost of labour and spare parts is regularly reviewed to minimise the financial impact which non-warranty repairs may pose.

1. Overview

Accidental Damage Protection (ADP) provides coverage for certain unintentional and unforeseen physical damage events occurring during normal use of an eligible device.

ADP is designed to support customers in the event of genuine accidental damage. It is not intended to replace reasonable care, responsible asset management, or structured damage-mitigation practices.

ADP applies only where it has been expressly included in the product specification or agreed in writing at the time of purchase.

2. What ADP Covers

Subject to these Terms, ADP may cover:

• Accidental drops resulting in cracked screens or casing damage
• Accidental liquid spills
• Impact damage from an isolated, unforeseen event
• Accidental electrical surges

Coverage applies only to single, unintentional incidents occurring during normal use.

3. What ADP Does Not Cover

ADP does not cover:

• Damage resulting from misuse, abuse, neglect, or intentional acts
• Repeated or patterned damage to the same device
• Cosmetic damage that does not affect functionality
• Progressive wear, hinge stress or structural fatigue arising from ongoing handling practices
• Damage caused by use outside normal educational or business environments
• Damage where reasonable care was not exercised
• Loss, theft or unexplained disappearance
• Damage caused by third-party repair or modification

Where the nature or frequency of damage suggests systemic handling issues rather than isolated accidental events, One Education reserves the right to decline coverage under ADP.

4. Expected Usage Environment

Devices supplied under warranty and/or ADP are priced and supported based on deployment within normal educational or business environments, including supervised institutional use.

Where devices are deployed in materially higher-risk environments (including structured 24/7 circulation, domestic hire programs, or unsupervised high-frequency transit), this may be considered when assessing ADP eligibility.

This clause does not restrict offsite use but acknowledges that materially altered risk profiles may impact claim assessment.

5. Claim Requirements

To assess an ADP claim, One Education may request:

• Serial number
• Description of incident (date, time, location)
• Explanation of how damage occurred
• Photographs of damage
• Confirmation that the device has not been previously repaired by a third party

Incomplete or inconsistent information may delay claim processing.

6. Claim Frequency & Eligibility Review

ADP is intended to address isolated accidental events.

If multiple ADP claims are submitted for:

• The same serial number, or
• A fleet at a materially higher frequency than industry norms,

One Education may initiate an eligibility review. This review may include:

• Assessment of deployment practices
• Request for mitigation strategies
• Discussion of handling controls
• Evaluation of repeat damage patterns

Following review, One Education may:

• Approve the claim
• Approve subject to conditions
• Decline the claim where damage falls outside ADP intent

7. Service Levels & Parts Availability

ADP repairs are subject to:

• Parts availability
• Assessment timelines
• Operational capacity

Where claim volumes materially exceed normal forecasting assumptions, repair timeframes may be extended. Customers will be notified where delays occur.

8. Interaction with Standard Warranty

ADP supplements, but does not replace, the standard manufacturer warranty.

Where damage is determined to be due to manufacturing fault, it will be treated under standard warranty terms.

Where damage is accidental in nature and eligible under ADP, it will be assessed under these ADP Terms.

Where damage is excluded under both standard warranty and ADP, repair may be offered on a chargeable basis.

9. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies rights under the Australian Consumer Law.

During the process of repair or replacement, all of your stored data may be lost. Please ensure that you have saved this data elsewhere prior to returning your device. One Education is not responsible for the loss of any data, including confidential information, proprietary information, or personal information, contained in a returned product.

You can claim a remedy directly from the manufacturer or importer if the goods do not meet one or more of the following consumer guarantees:

• Acceptable quality
• Matching description
• Any extra promises made about such things like performance, condition and quality
• Repairs and spare parts - the manufacturer is responsible for ensuring that spare parts and repair facilities (a place that can fix the consumer’s goods) are available for a reasonable time after purchase unless you were told otherwise. How long is ‘reasonable’ will depend on the type of product.

Under the Australian Law you are entitled to a 'Consumer Guarantee' and this means that you are entitled to the following:

• Match descriptions made by the salesperson, on packaging and labels, and in promotions or advertising
• Match any demonstration model or sample you asked for
• Be fit for the purpose the business told you it would be fit for and for any purpose that you made known to the business before purchasing
• Come with full title and ownership
• Not carry any hidden debts or extra charges
• Come with undisturbed possession, so no one has a right to take the goods away or prevent you from using them
• Meet any extra promises made about performance, condition and quality, such as lifetime guarantees and money back offers
• Have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.

Under the Australian Consumer Law, you are entitled to a refund if the product you purchased fails to meet a Consumer Guarantee, for example, the ACL requires that goods must be free of defects, and do what they are meant to do. All One Education Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure with a product. You are also entitled to have your product repaired at your discretion, and at no additional cost, if the product you purchased presents a defect or failure which does render the product unsuitable for its purpose. Your rights under the ACL may extend beyond the time period set by the standard product warranty associated with the product you purchased. To obtain a refund for a faulty product you wish to return, contact One Education with your order or invoice number and our friendly team will be happy to assist. One Education reserves the right to inspect the product returned and confirm the validity of the faults reported to exclude any Customer Induced Damage (CID), before processing your refund. Improper use of a product, for example if a product has been used for a purpose or in an environment for which the product is not suitable, may grant One Education the right to refuse a remedy or refund. In most circumstances, you are required to return the product with all of its accessories as it was first delivered. You are not required to return the product with the original packaging.