RokuCare Support Services - Terms and Conditions

Acceptance of Use

RokuCare is an optional support channel.  By contacting Roku for services under a RokuCare support plan, you agree to the terms and conditions below which define the scope and delivery of services under the applicable plan.  

Description of RokuCare Support Services

RokuCare support services provide installation and troubleshooting support for the configuration of Roku players in a "typical" home environment.  A "typical" environment is where the Roku player is placed into a wired or wireless network, and connected to the Internet via an Internet Service Provider service.  RokuCare offers these service options:

- Per-Incident Service

- RokuCare Extended Warranty - (This warranty is separate and distinct from the Roku 2-Year Extended Warranty for the Roku Player).

Support Delivery, Response Times and Availability

Support services are delivered by phone, on line chat and/or email.  Roku will use reasonable efforts to respond to a Support Incident within the response times defined for the support channel, but do not guarantee that a response will be provided within a specific time period.  Response times and hours of Availability are described on the RokuCare page which can be found at roku.com/rokucare.

Qualifying Products

RokuCare support service plans are available for all current and certain specified previous generations of Roku player models (for covered players see the "Player Models" heading below).  Per-Incident support is available to all customers, regardless of the product warranty status. The RokuCare 2-Year Extended Warranty must be purchased during the player’s original 90-day product warranty period.  

Scope of Service

RokuCare support plans are provided on a per-incident or as a two year extended warranty, covering either a single support incident or multiple support incidents over a period of 2 years.  A single incident is defined as one (1) distinct problem that can be isolated to a single root cause.  Roku will make all reasonable efforts to resolve any and all support incidents, however does not guarantee that the problem will be resolved.  

 Generally, a support incident is considered resolved when one of the following is provided:  

 - Information that resolves the problem

 - Information that identifies the resolution as a feature that is only available on a newer version of the product

 - Information that the problem has been identified as a customer-owned hardware issue

 - Information that the problem is related to a compatibility or functional issue with 3rd party equipment over which Roku has no control

 
Disclaimer

Roku does not warrant that a Support Incident can be resolved or that any resolution provided will be free of errors, but we will use reasonable efforts to deliver support services under the Service Plan.

Remedy and Limitation of Liability

Roku's sole liability for any damage incurred by the use of RokuCare Support services shall be limited to the actual amount paid by you for the Service Plan.  Under no circumstance shall Roku or its employees be held liable for any direct, indirect or consequential damages resulting from the use of the service.  

Privacy

Roku adheres to a strict privacy policy with respect to customer personal data which can be found at www.roku.com/about/privacy.

Refund Policy

Per-Incident service is NON-REFUNDABLE, except where Roku fails to provide a resolution as defined in the Scope of Service.  RokuCare 2-Year Extended Warranty customers can terminate the service within the first 5 business days of purchasing the service plan.  A maximum of 50% of the service plan cost will be refunded, if the service has only resulted in a single incident report.  Refunds will be returned to the same credit card account used to purchase the service plan.

Player Models

Current and past Roku player models for which these Service Plans can be purchased include: N1050, N1000, N1100, N1101, 2000C, 2050X, 2100X, 3000X, 3050X, 3100X, 2400X, 2500X.  These model numbers can be found on the product label on either the back or bottom of the player.