This Warranty Policy applies to Miirage Ltd (“Miirage”, “we”, “our”, or “us”) holographic display products and related Miirage-supplied hardware purchased directly from Miirage or from an authorised Miirage reseller.
Where a signed order form, quotation, master services agreement, statement of work, or support agreement contains warranty terms that are different from this policy, the signed commercial agreement shall take priority to the extent of any conflict.
This warranty applies only to the original purchaser and the original product supplied by Miirage. It is not transferable to another customer, owner, site, or product without Miirage’s prior written approval.
This policy is intended primarily for business customers. Consumer purchases may be subject to additional statutory rights that cannot be excluded or limited by this policy.
Unless otherwise stated in writing, Miirage provides a 12-month limited hardware warranty for eligible Miirage products.
The Warranty Period starts on the earliest of:
Repairs, replacement parts, replacement units, or refurbished units do not restart the Warranty Period. Any repaired or replaced item will be covered for the remainder of the original Warranty Period or 90 days from return to the customer, whichever is longer.
Subject to the exclusions and conditions in this policy, Miirage warrants that eligible Miirage-supplied hardware will be free from material defects in materials and workmanship under normal use during the Warranty Period.
Eligible hardware may include, where supplied by Miirage as part of the purchased product:
If Miirage determines that a valid warranty claim exists, Miirage will, at its sole option, do one or more of the following:
Replacement products or parts may be new, refurbished, reconditioned, or equivalent in performance. Removed parts or replaced units become the property of Miirage unless otherwise agreed in writing.
Where acceptance testing is agreed in the relevant order form or statement of work, the purpose of acceptance testing is to confirm that the product materially operates in accordance with the agreed written specification at the time of delivery or commissioning.
Unless otherwise agreed in writing:
Any payment retention or final acceptance payment must be expressly agreed in writing. Unless otherwise agreed, any retained amount becomes due immediately upon acceptance or deemed acceptance.
This warranty does not cover defects, damage, failures, losses, costs, or performance issues caused by or related to:
Unless expressly stated in a signed agreement, this warranty does not cover AI avatar behaviour, AI output quality, AI response accuracy, avatar personality, tone of voice, language quality, translation accuracy, content updates, script changes, prompt changes, knowledge base updates, creative changes, or integration changes.
Where Miirage supplies AI avatar software, content, or interactive functionality, Miirage will use reasonable skill and care to configure the system materially in accordance with the agreed written specification. However, the customer acknowledges that AI-generated or AI-assisted responses may not be error-free, complete, uninterrupted, or suitable for every circumstance.
The customer is responsible for reviewing, approving, and maintaining any customer-supplied content, FAQs, knowledge base material, claims, product information, pricing, legal statements, medical statements, financial statements, regulated information, and brand guidance used by the avatar.
Any changes to avatar scripts, approved responses, prompts, tone, language, knowledge base, integrations, analytics, content, or user journeys after acceptance are outside this hardware warranty and may be subject to a separate support, maintenance, or change-control fee.
To keep the warranty valid, the customer must:
To make a warranty claim, contact Miirage at:
Email: info@miirage.com
Address: Miirage Limited, Fergusson House, 124 City Road, London, EC1V 2NX
The customer must provide:
Miirage may require remote diagnostics before authorising any return, repair, replacement, or site attendance. No product should be returned without Miirage’s written return authorisation.
Where Miirage authorises a return, the customer must package the product securely and follow Miirage’s return instructions. The customer is responsible for damage caused by unsuitable packaging, unauthorised shipping, or failure to follow return instructions.
Unless otherwise agreed in writing, the customer is responsible for shipping, insurance, taxes, duties, customs charges, risk of loss, and any site handling costs when sending a product, component, or accessory to Miirage or its nominated repair location. If Miirage confirms a valid warranty defect, Miirage will cover reasonable standard return shipping of the repaired or replacement item to the original approved site, but not expedited delivery, special handling, rigging, customs charges, taxes, duties, or relocation to a different site.
Where Miirage provides an advance replacement, loan unit, or field-replaceable component, the replaced item must be returned to Miirage within 30 days of receipt of the replacement unless otherwise agreed in writing. If it is not returned, or is returned damaged for reasons outside warranty coverage, Miirage may invoice the customer for the replacement item, shipping, inspection, and associated costs.
If the product is inspected and no fault is found, or the issue is excluded from warranty coverage, Miirage may charge the customer for inspection, diagnostics, shipping, storage, repair, replacement parts, travel, labour, and administrative costs. Miirage may provide a quotation for non-warranty repair work.
This warranty does not include onsite support, guaranteed response times, guaranteed repair times, preventative maintenance, loan units, advance replacement, out-of-hours support, event support, staff training, content management, monitoring, or service credits unless expressly included in a signed support agreement or statement of work.
Where onsite attendance is requested and not included under a separate support agreement, Miirage may charge for travel, accommodation, labour, equipment, waiting time, parking, congestion charges, site induction, and other reasonable costs.
An extended warranty may be available for purchase, subject to Miirage approval and the terms of the relevant quotation or order form.
Unless otherwise agreed in writing, an extended warranty:
| Example warranty term | Meaning | Coverage basis |
|---|---|---|
| Standard 1-year warranty | Included with eligible hardware purchases unless stated otherwise. | Limited hardware warranty only. |
| 2-year warranty | Standard first year plus 1 additional paid year. | Limited hardware warranty only, unless support is added separately. |
| 5-year warranty | Standard first year plus 4 additional paid years. | Limited hardware warranty only, subject to eligibility and written quotation. |
The customer is responsible for keeping independent backups of all customer content, media, data, scripts, prompts, configuration, analytics, and other materials. Miirage is not responsible for loss or corruption of customer data or content during diagnostics, repair, replacement, software updates, reconfiguration, or factory reset.
Miirage may need to reset, wipe, replace, or reconfigure hardware or software as part of diagnostics or repair. The customer should remove confidential information where possible before returning a product or granting access, unless Miirage specifically requires access to diagnose the issue.
Nothing in this policy excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
Subject to the paragraph above, and to the fullest extent permitted by law, Miirage’s total liability under or in connection with this warranty shall be limited to the price paid for the affected product.
To the fullest extent permitted by law, Miirage shall not be liable under this warranty for indirect, consequential, special, incidental, punitive, or exemplary losses, loss of profit, loss of revenue, loss of business, loss of opportunity, loss of goodwill, loss of data, loss of content, loss of anticipated savings, business interruption, venue costs, event costs, advertising losses, customer claims, or reputational damage.
For consumer purchases, this warranty is provided in addition to, and does not affect, any statutory rights that cannot be excluded under applicable consumer protection laws.
For business customers, all warranties, conditions, representations, and terms implied by statute, common law, trade usage, course of dealing, or otherwise are excluded to the fullest extent permitted by law, except as expressly stated in this policy or a signed agreement with Miirage.
This Warranty Policy and any dispute or claim arising out of or in connection with it shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless a signed agreement with Miirage states otherwise.
Miirage may update this Warranty Policy from time to time. The version that applies to a product will usually be the version in force on the date of the relevant order, unless otherwise agreed in writing.
Important: This policy is a limited hardware warranty. It is not a service-level agreement, uptime guarantee, managed support package, AI content warranty, installation warranty, insurance policy, or guarantee of commercial performance unless expressly stated in a signed order form, master services agreement, support agreement, or statement of work.
This policy is a commercial warranty document and should be read alongside the applicable order form, quotation, terms of sale, support agreement, statement of work, and user documentation.