On this page, you can find our general terms & conditions. In order to ensure that both we and our customers are properly equipped to meet the demands of the latest EU personal data regulation (GDPR), we have integrated these demands into our general terms & conditions. This page also includes an FAQ where we answer the most frequently asked questions that we receive about our services.
- International Shipping: To which countries does Omate ship?
Omate ships to over 100 countries all over the world. Shipping cost is determined by the weight & size dimensions of your purchased items, the distance between our warehouse in China and your shipping address.
- Delivery Time Estimates: How long will it take for my package to arrive?
The time it takes to receive your parcel depends on the country you live in, it usually takes between 10 and 30 days from the tracking number information provided via email by our Support Team. As part of our beta testers, preorder customers are the very first people in the World to receive our products; the preorders are divided between Super Early Birds (Day 1 of introduction) and Early Birds (until the end of the Preorder campaign). The preorders exclusively target our Developer Community. Therefore some of the features will not be embedded by default in the preordered units and maybe pushed via Firmware updates several months after reception.
- Duty/VAT/import costs:
Customers are solely responsible for all duties, import taxes and brokerage fees. These are not included in the cost of shipping or handling of your order.
Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs. Customs, duty, and taxes are non-refundable: so if you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.
Customers are also solely responsible to any duties, import taxes and brokerage fees imputable to repaired merchandise (the taxation if any will be on replacement parts and labour and transportation)
- Shipment Confirmation & Tracking: How will I know when my order ships & can I track my package online?
As soon as our warehouse ships your order, we will send you an email notifying you that your package is en route. In this email we will include a tracking number from the logistic service provider.
In the following situations:
– parcel is refused at delivery by the customer and sent back to us;
– parcel stuck at custom clearance and sent back to us because of a lack of answer from the customer;
– parcel sent back to us if customer failed to claim their parcel after delivery attempt and non-delivery notice
the customer will have to pay additional shipping fees so we can ship the parcel a second time.
- Will you mark my package as a gift so that I can avoid duty/VAT/import costs in my country?
We are sorry but we cannot mark your package as a gift since this is unlawful to your own country.
In case you are contacted by the customs, please send an e-mail to email@example.com
- Return and Refund policy
If you bought your product directly from Omate.com and request an RMA (Return Merchandise Authorization) you can ask for a replacement or refund in case of defective hardware within 5 days of receipt, send an e-mail to firstname.lastname@example.org with your name, e-mail address used for the purchase number, preorder number and proof of reception (logistic service provider receipt). If approved by our service, you can return it to our service center in China.
The customer shall bear the costs for the shipment back and must provide a tracking number to email@example.com once the parcel is shipped. The shipping fees will not be refunded in any case.
After receiving the defective item, Omate will either repair, replace or refund the defective product. If a unit is sent for repair or replacement, Omate will bear the costs of the shipping back to the buyer.
If any items (a) are returned after the specified return period; (b) have been physically damaged, modified, or damaged by liquids; or not covered by warranty (c) are missing any parts, you will not receive any refund, replacement or repair. Customers are also solely responsible to any duties, import taxes and brokerage fees imputable to repaired merchandise (the taxation, if any, will be on replacement parts and labour and transportation).
Omate Limited provides a 1 year warranty.
This Warranty does not cover damage caused by:
• misuse or abusive use of the Omate product, including physical abuse; damages by liquids;
• incorrect operation or not following the operation instructions (as stated in the User Manual or manufacturer’s instructions provided with the Omate product);
• improper installation;
• incorrect or improper maintenance or failure to maintain the Omate product;
• failure to clean or improper cleaning of the product;
• incorrect voltage or non-authorised electrical connections;
• adverse external conditions such as power surges and dips, thunderstorm activity, acts of terrorism, damage caused by vermin, or any other act or circumstance beyond Omate’s control;
• exposure to excessive heat, moisture or dampness;
• exposure to abnormally corrosive conditions;
• use of non authorised / non-standard, defective or incompatible parts; some wall quick chargers could be harmful to the Omate devices. Please charge your Omate product via your laptop or computer to respect voltage security.
• password setting / resetting and computer virus;
• repair, modification or other work carried out on the Omate product other than by Omate Support Team;
• any damage caused by micro sims where the product is not specifically designed to accept them.
This Warranty does not cover the loss of any data howsoever caused. You shall be responsible for backing up and protecting data against loss, damage or destruction. Please note that the repair of goods may result in loss of data.
This Warranty does not cover service costs in replacing and maintaining consumable parts which have ceased working through normal wear and tear.
This Warranty doesn’t cover any accessory that may be part of the product (chargers, straps, headphones…).
- Pre-order cancellation
A pre-order can be cancelled anytime before we ship it. If you wish to cancel your order after it has been charged, Omate will not refund the order processing fees (10 USD) and if the product has already been sent, Omate will not refund the logistic fees (15 USD). If your Device has not yet been delivered, simply refuse delivery of the package and the Device will be returned to Omate, otherwise you shall return it by your own means and at your own cost before Omate proceed to the refund.
If you refuse the delivery, Omate will deduct the cost of return from the delivery point to its warehouse in Hong-Kong (calculated by our courier, depending on the location) from the refund.
- How to Return an Omate Product that was Purchased from a Retail Store
Each individual retailer will have their own returns policy. Please contact the retailer you purchased if from to determine their return policy and process.
- Are the Omate’s Products waterproof?
Omate’s products are NOT waterproof. Water damages are not covered by warranty.
1. Omate International Compliance
Omate cares deeply about online privacy. Omate complies with the US-EU Safe Harbor Framework and US-Swiss Safe Harbor Framework as set forth by the US Department of Commerce regarding the collection, use, and retention of personal information from European Union member countries and Switzerland. Omate has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement. To learn more about the Safe Harbor program, and to view our certification page, please visit http://www.export.gov/safeharbor/.
Omate has further committed to refer unresolved privacy complaints under the US-EU and US-Swiss Safe Harbor Principles to an independent dispute resolution mechanism, the BBB EU SAFE HARBOR, operated by the Council of Better Business Bureaus. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed by Omate, please visit the BBB EU SAFE HARBOR web site for more information and to file a complaint: BBB.org/us/safe-harbor-complaints.
2. Information You Provide
Omate collects both personally identifiable information and non-personally identifiable information that you provide. “Personally Identifiable Information” is information that identifies you and can be used alone to contact you online or offline. Omate may collect personally identifiable information from you in the context of:
• Processing your order for products or services offered by Omate;
• Registration for your Omate products;
• Providing updates to you for your Omate products;
• Creation and administration of your user account;
• Contest registration and prize acceptance;
• Newsletter subscriptions;
• Access to Omate products or services on social networks or third party services;
• Services provided online, by way of your mobile device or the Omate software; and
• Other uses of our software, mobile, or online services where Personally Identifiable Information is requested for use and/or participation.
The specific types of Personally Identifiable Information collected will depend upon the activity and may include your full name, email address, phone number, home address, mobile phone number, credit card information, and shipping address.
Our mobile services may request access to your photos, wi-fi network name and product serial number. Those who win a prize in our contests may be required to provide their social security number and other identification for tax purposes, which will only be used for prize fulfillment purposes. This information collection may take place by way of our online services, mobile services, or Omate software services, for example, Omate may enable you to submit registration information through the website, mobile app or Omate software.
Omate may also ask for “non-Personally Identifiable Information,” i.e., information that, alone, cannot be used to identify or contact you. Such non-Personally Identifiable Information may include, for example, gender, birth date, zip code. You may be asked to submit non-Personally Identifiable Information with Personally Identifiable Information or separately.
3. Automatically Collected Information
When you use Omate’s websites, mobile applications, or products and software services that connect to the internet, we may collect certain non-Personally Identifiable Information for such purposes as improvement of our products and software services, troubleshooting bugs, providing the services, managing the website, mobile application, and services, tracking usage, providing content for referring traffic sources and improving overall performances of the websites, mobile applications, products and software services. Non-Personally Identifiable Information may include IP address, profile information, aggregate user data, preferences, technical session information, browser type, information about your computer, hardware, software, mobile device, including unique device identifier, demographic information including gender, zip code and age, and navigational data including log files, server logs, clickstream data, and other data such as your location, where enabled, and language preference. User IP addresses are recorded for security and monitoring purposes. If you arrived at our website via a link from another webpage, we may receive aggregate or otherwise anonymous statistical information about your visit to our site. We monitor customer traffic patterns and site usage to help us develop the design and layout of the site, and to improve the content of our website to better match the interests of our website users.
We do not link the information we store in cookies to any Personally Identifiable Information you submit while on our site.
You may be able to configure your browser to accept or reject all or some cookies, or notify you when a cookie is set — each browser is different, so check the “Help” menu of your browser to learn how to change your cookie preferences. You must, however, enable cookies from Omate in order to use most functions on the website.
Web Beacons are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the online movements of Web users. In contrast to cookies, which are stored on a user’s computer hard drive, clear gifs are embedded invisibly on Web pages and are about the size of the period at the end of this sentence. We do not tie the information gathered by clear gifs to our customers’ Personally Identifiable Information. One or more of our third party advertising partners employ a software technology called web beacons, that help us better manage content on our site by informing us what content is effective.
Ad Servers, Third Party Advertising, and Website Analytics
We do not serve 3rd party advertisements to you while using our website, Omate.com. However, we do work with website analytics and advertising partners, including Google, Doubleclick, AdRoll, Commission Junction and Facebook, to deliver Omate advertisements on 3rd party publisher websites – these partners may set cookies on your computer’s web browser. These cookies allow our partners to recognize your computer so that the ad server can show you Omate advertisements elsewhere on the Internet, and so that our analytics software can measure your engagement and interactions while using Omate.com. In this way, ad servers may compile anonymous, non-personally identifiable information about where you, or others who are using your computer, saw our advertisements, whether or not you interacted with our advertisements, and actions performed on subsequent visits to Omate.com. This information allows an ad network to deliver targeted advertisements that they believe will be of most interest to you, and it allows Omate to optimize the performance of our advertising campaigns and the usability of our website. In other words, we use analytics data in concert with data about our online ads that have been shown using the Google Display Network, DoubleClick for Advertisers, or other online advertising networks. By doing so, we can understand how anonymous users interacted with our website after seeing our ads.
Mobile Software Application
When you use a Omate mobile applications we may automatically receive certain information about your mobile device and use of the application, including your unique device identifier, operating system, version, and other information about your mobile device as well as time spent in different portions of the Omate mobile application. We monitor customer software usage to help us develop the design and layout of the mobile application and to improve the content to better match the interests of our users.
4. Uses of Information
Omate may use non-Personally Identifiable Information to improve performance of our websites and business services, to understand how anonymous users interact with our website after seeing Omate advertisements, to identify and retarget advertisements to past website visitors, and to optimize the performance of our advertising campaigns. Omate may use both non-Personally Identifiable Information and Personally Identifiable Information to enable the purchase and fulfillment of Omate products and services, and to improve the overall Omate customer and product experience. Omate may also use Personally Identifiable Information in providing the services by way of the website or mobile application, including but not limited to: Orders – If you place an order, we will use your name and email address to send you an order confirmation email, a shipping confirmation email, and customer satisfaction emails. If you do not wish to participate in customer satisfaction emails, you may opt-out of such emails upon receipt by clicking “Unsubscribe” link contained in the email.
Customer Service – Based upon the Personally Identifiable Information you provide us at the time of account creation or purchase, we will send you a confirmation email to verify your username and password. We will also communicate with you in response to your inquiries, to provide the services you request, and to manage your account. We will communicate with you by email or telephone, in accordance with your preferences.
Newsletters, Special Offers and Updates – We will occasionally send you information on products, services, special promotions, contests, events, and opportunities to interact with Omate and our community. You can sign up to receive these emails from us on our newsletter sign up page and/or during checkout while purchasing a product. Out of respect for your privacy, we present the option NOT to receive these types of communications. Please see “Choice and Opt-out” section below for more details on how to unsubscribe or opt-out of communications from Omate.
Service-Related Announcements – We will send you service-related announcements on rare occasions when it is necessary to do so. For instance, if our service is temporarily suspended for maintenance, we might send you an email. Generally, you may not opt-out of these communications, which are not promotional in nature. If you do not wish to receive them, you have the option to deactivate your account.
5. Sharing and Disclosure of Information
Non-Personally Identifiable Information collected by Omate may be shared with third-parties to provide more relevant services and advertisements to visitors, to understand how anonymous users interact with our website after seeing Omate advertisements on 3rd party websites, to identify and retarget advertisements to past website visitors, and to optimize the performance of our advertising campaigns. We will never share your Personally Identifiable Information with a third party without your consent.
At times, we may post customer testimonials on our web site which may contain Personally Identifiable Information. We obtain the customer’s consent via email and/or opt-in methods prior to posting a name, city, or stated activity/interest along with any testimonial.
3rd Party Service Providers
We use other third party service providers to offer or facilitate services on our behalf, such as a shipping company to fulfill orders, a credit card processing company to bill you for goods and services, and an email service provider to send out emails on our behalf. When you order products from Omate, we will share your Personally Identifiable Information as necessary for such third party services providers to provide the applicable service to us or on our behalf. These third parties are prohibited from using your personally identifiable information for promotional purposes. We do NOT share, sell, rent or trade personally identifiable information with 3rd parties for their promotional purposes.
Information that we collect, including your Personally Identifiable Information and non-Personally Identifiable Information, is considered a business asset. As a result, if we go out of business, enter bankruptcy, or if we are acquired as a result of a transaction such as a merger, acquisition or asset sale, your information may be disclosed or transferred to a third party acquirer in connection with the transaction.
We reserve the right to access and disclose your Personally Identifiable Information (a) to enforce legal rights and comply with the law; (b) to comply with an order from a government entity or other competent authority, (c) when we have reason to believe that a disclosure is necessary to prevent or address potential or actual injury or interference with our rights, property, operations, users or others who may be harmed or may suffer loss or damage; (d) when we believe that disclose is necessary to protect our rights, prevent fraud and/or comply with judicial proceeding, court order, or legal process served on Omate.
6) Social Media:
We may use Facebook Like button to enable our website users to easily “Like” content found on Omate.com, and thereby share this content with their Facebook Friends. Please see Facebook’s Data Use Policy for more on the type of data tracked by Facebook via this feature.
8. Children’s Privacy
Omate’s website, mobile applications, products and/or software services are intended for general audiences and not for children under the age of 13. We do not knowingly collect Personally Identifiable Information from children under the age of 13 and if we become aware of such collection, we will take reasonable steps to delete any such information as soon as practicable.
9. International Users
11. Community and Aggregate Information Security
Omate takes precautions to ensure that member account information is kept private. We use reasonable measures to protect member information that is stored within our database, and we restrict access to account information to those employees who need access to perform their job functions, such as our customer service personnel and technical staff. Please note that we cannot guarantee the security of account information. Unauthorized entry or use, hardware or software failure, and other factors may compromise the security of member information at any time. For any additional information about the security measures we use on Omate, please contact firstname.lastname@example.org
12. Personal Information Security
The security of your personal information is important to us. When you enter sensitive information (such as credit card number) on our registration or order forms, we encrypt that information using secure socket layer technology (SSL). We take the same care when we transmit your sensitive information to 3rd Party Service Providers to facilitate your order by using the same SSL technology. To learn more about SSL, follow this link: http://en.wikipedia.org/wiki/Transport_Layer_Security
13. Omate Contact Info:
1208-09, Tsinghua IT Port R&D Building, North Area, Hi-Tech Park, Nanshan District, Shenzhen 518057 China
14. Dispute Resolution By Binding Arbitration
The purpose of this Section is to provide a streamlined method for resolution of disputes between us if they arise.
PLEASE READ THIS CAREFULLY. IT AFFECTS YOUR RIGHTS. In the unlikely event that Omate cannot resolve a concern to your satisfaction (or if Omate cannot resolve a concern it has with you after attempting to do so informally), then you and Omate agree to be bound by the following procedure to resolve any and all disputes between us. This provision applies to all consumers to the fullest extent allowable by law, but expressly excludes residents of Quebec, Russia, Switzerland, the Member States of the European Union, and the Republic of Korea. By accepting these terms, you and Omate expressly waive the right to a trial by jury or to participate in a class action.
This agreement is intended to be interpreted broadly. This Section covers any and all disputes between us (“Disputes”), including without limitation:
– claims arising out of or relating to any aspect of the relationship between us, whether based in contract, tort, statute, fraud or any other legal theory;
– claims that are currently the subject of purported class action litigation in which you are not a member of a certified class; and
– claims that may arise after the termination of this Agreement.
The only disputes that are not covered by this Section are the following:
– a claim to enforce or protect, or concerning the validity of, any of your or Omate’s (or any of Omate’s licensors’) intellectual property rights;
– a claim related to, or arising from, allegations of theft, piracy, or unauthorized use;
– In addition, nothing in this Section shall prevent either party from initiating a small claims court action.
References to “Omate,” “you,” and “us” include our respective subsidiaries, affiliates, agents, employees, predecessors in interest, successors, and assigns, as well as all authorized or unauthorized users or beneficiaries of services or Software under this or prior Agreements between us. This arbitration provision evidences a transaction in interstate commerce, and thus the Federal Arbitration Act governs the interpretation and enforcement of this provision. This arbitration provision shall survive termination of these Terms of Service.
A. Informal Negotiations/Notice of Dispute. You and Omate agree to first attempt to negotiate any Dispute informally for at least 60 days before initiating arbitration. Such informal negotiations commence upon receipt of written notice from one person to the other (“Notice of Dispute”). Notices of Dispute must:
(a) include the full name and contact information of the complaining party;
(b) describe the nature and basis of the claim or dispute;
(c) set forth the specific relief sought (“Demand”).
Omate will send its Notice of Dispute to your billing address (if you provided it to us) or to the email address you provided to us. You will send your Notice of Dispute to:
Omate 1208-09, Tsinghua IT Port R&D Building, North Area, Hi-Tech Park, Nanshan District, Shenzhen 518057 China 南山区新东路1号清华信息港科研楼1208-09
ATTN: Legal Department
B. Binding Arbitration. If you and Omate are unable to resolve a Dispute through informal negotiations within 60 days after receipt of the Notice of Dispute, either you or Omate may elect to have the Dispute finally and exclusively resolved by binding arbitration. Any election to arbitrate by one party shall be final and binding on the other. YOU UNDERSTAND THAT BY THIS PROVISION, YOU AND OMATE ARE FOREGOING THE RIGHT TO SUE IN COURT AND HAVE A JURY TRIAL. The arbitration shall be commenced and conducted under the Hong Kong International Arbitration Centre Rules www.hkiac.org/
Your arbitration fees and your share of arbitrator compensation shall be governed by the HKIAC Rules. The arbitration may be conducted in person through the submission of documents. The arbitrator will make a decision in writing, and shall provide a statement of reasons if requested by either party. The arbitrator must follow applicable law, and any award may be challenged if the arbitrator fails to do so. You and Omate may litigate in court to compel arbitration, to stay proceeding pending arbitration, or to confirm, modify, vacate or enter judgment on the award entered by the arbitrator.
C. Restrictions. You and Omate agree that any arbitration shall be limited to the Dispute between Omate and you individually. To the full extent permitted by law, (1) no arbitration shall be joined with any other; (2) there is no right or authority for any Dispute to be arbitrated on a class action-basis or to utilize class action procedures; and (3) there is no right or authority for any Dispute to be brought in a purported representative capacity on behalf of the general public or any other persons. YOU AND OMATE AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. Further, unless both you and Omate agree otherwise, the arbitrator may not consolidate more than one person’s claims, and may not otherwise preside over any form of a representative or class proceeding. If this specific provision is found to be unenforceable, then the entirety of this arbitration provision shall be null and void.
D. Recovery and Attorneys’ Fees. If the arbitrator rules in one’s party favor on the merits of any claim then the opposite party will:
– Pay attorney fees (including expert witness fees and costs) that attorney reasonably accrues for investigating, preparing, and pursuing the claim in arbitration. The arbitrator may make rulings and resolve disputes as to the payment and reimbursement of fees and expenses.
The right to attorneys’ fees and expenses discussed above supplements any right to attorneys’ fees and expenses you may have under applicable law, although you may not recover duplicative awards of attorneys’ fees or costs. Omate waives any right it may have to seek an award of attorneys’ fees and expenses in connection with any arbitration between us.
E. Limitation on Arbitrator’s Authority. The arbitrator may award declaratory or injunctive relief only in favor of the individual party seeking relief and only to the extent necessary to provide relief warranted by that party’s individual claim.
F. Changes to This Provision, we agree that if Omate makes any future change to this arbitration provision (other than a change to the Notice Address), you may reject any such change by sending us written notice within 60 days of the change to the Arbitration Notice Address provided above. By rejecting any future change, you are agreeing that you will arbitrate any dispute between us in accordance with the language of this provision.
- CUSTOMER SUPPORT
For any other issue, you can contact us at: email@example.com