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7. Warranty & Fault Support

This section explains what happens if a monitor stops working or develops a fault: how long the warranty lasts, what it covers, and how we support you before, during and after the warranty period.

Warranty Period​

Every AirQo monitor comes with a 12-month warranty covering device-related issues and defects.

The 12-month period matches the period in which AirQo pays for your SIM card data bundles.

What the Warranty Covers​

The warranty covers sensor failures and equipment faults where the issue is confirmed to be a device-related defect. This includes:

  • Sensors. Particulate matter and environmental sensors that fail or stop reporting.
  • Power system. Faults in the battery, charging circuit or mains power components.
  • Solar system. Faults in the solar panel and its connection to the device.
  • Other device components. Any other hardware fault caused by a defect in the device.

If a fault is confirmed as a device-related defect within the warranty period, we replace the faulty sensor or component at no additional cost.

How We Handle a Fault: Support First​

We lead with support. Many issues can be resolved remotely without replacing anything, so we always try to fix the problem before changing a device.

  1. Report the issue. Email support@airqo.net with the device name and a description of the problem. You can check device health in AirQo Beacon first.
  2. Remote diagnosis. Our technical team works with you remotely to find the cause as quickly as possible.
  3. Corrective action. We guide you through the steps to fix the issue, such as reconnecting power or cleaning the solar panel.
  4. Replacement, if needed. If the issue cannot be resolved and is confirmed to be a device-related defect, we replace the defective sensor or component at no additional cost.

What the Warranty Does Not Cover​

The warranty does not cover:

  • Damage or loss unrelated to a product defect, for example vandalism, theft, accidental damage, or damage from improper installation or handling.
  • Issues caused by external conditions rather than a defect in the device, such as poor IoT network coverage or extended periods without sunlight. See Factors Affecting Performance.
  • Routine maintenance and consumables, such as cleaning, scheduled battery or sensor replacement, and maintenance visits. See Maintenance & Support.
  • Faults that occur after the 12-month warranty period.

Support Outside the Warranty​

Our support continues after the warranty ends, and for issues that are not covered by it. We still provide:

  • Remote technical support to diagnose the issue.
  • Advice on the replacement parts required.
  • Options for ongoing maintenance, either by your own trained staff or by our team. See Maintenance Cost Options.

Replacement parts outside the warranty are supplied at cost.

Expected component lifetime

Low-cost sensors can experience component failures over time, and a small number of devices in any network may need attention. Regular maintenance, including sensor cleaning and replacement at least every six months, helps extend the working life of your monitors and keep data availability high.