Hardware Purchase & Custom Order Policy

Each Appliance is procured, configured, and tailored to the purchasing business prior to shipment. Configuration includes:

• Hardware tier selection sized to the customer’s expected concurrent AI load;
• Pre-installation of BOS and supporting components;
• Customer-specific integration onboarding (Stripe, Twilio, Google, Meta, etc.);
• White-glove configuration of voice agents, dispatch rules, and CRM structure;
• Migration of any data the customer chooses to import.

Because each Appliance is a custom job, the lead time from accepted order to shipment is a minimum of three (3) weeks. The actual lead time is communicated on the Order Form and depends on hardware availability, integration complexity, and queue.

A Customer may cancel an Order without charge by sending written notice to [email protected] within fourteen (14) calendar days of order acceptance.

After the 14-day cancellation window, the Order is non-cancellable and non-refundable, because hardware procurement, custom configuration, and onboarding work are already underway. This applies even if the Appliance has not yet shipped.

For clarity:

• Day 0 = the date Dino RD&C accepts the Order (sends order confirmation).
• Day 14 = end of business on the fourteenth calendar day thereafter.
• After day 14: no refund, no cancellation, no partial credit.

Other than within the 14-day cancellation window above, Dino RD&C does not offer refunds for the Appliance, the perpetual software license, or any pre-shipment services.

A small number of narrow situations entitle Customer to a remedy:

• Hardware DOA on arrival — see Section 4.
• Manufacturer warranty claim approved by Apple — see Section 5.
• Software fails to materially conform to the Order Form — see the Terms of Service Section 10.3, which provides repair, replacement, or pro-rated refund of fees attributable to the non-conforming Software.

If the Appliance is non-functional on first power-up due to hardware failure, Customer must notify Dino RD&C within fourteen (14) calendar days of delivery. Dino RD&C will arrange repair or replacement at no cost, including return shipping. After 14 days, hardware claims are handled under the manufacturer warranty (Section 5).

5.1 The Appliance ships with the standard manufacturer (Apple) hardware warranty applicable at time of purchase. Dino RD&C does not extend, expand, or modify that warranty.

5.2 Extended warranty is available for purchase at the time of the Order or within the manufacturer’s enrollment window. Pricing depends on the hardware tier and is identified on the Order Form.

5.3 Warranty claims for hardware defects are submitted through the manufacturer’s standard process. Dino RD&C will assist by coordinating with the manufacturer at Customer’s request.

If the Appliance requires manufacturer warranty repair and the manufacturer approves the claim, Dino RD&C will, at Customer’s request and at no additional charge:

• (a) host a temporary instance of Customer’s BOS environment on Dino RD&C-managed infrastructure;
• (b) restore Customer’s most recent backup;
• (c) re-route inbound integrations (where technically feasible) to the temporary instance;
• (d) maintain operations until the repaired or replacement Appliance is delivered and synchronized; and
• (e) tear down the temporary instance and securely delete all temporary copies once the Appliance is back online.

This continuity service is contingent on Customer maintaining a working backup configuration (local or via the optional cloud backup add-on).

The perpetual BOS software license accompanying the Appliance is governed by the Software License Agreement. Highlights:

• One license, one business, lifetime use.
• Lifetime updates and email/AI support, subject to continued compliance with these Terms.
• License may be moved between Appliances of equal or higher tier as the business scales.
• License may be transferred on sale of the business with notice to Dino RD&C.

8.1 Shipping fees, taxes, and import duties (if any) are stated on the Order Form. Dino RD&C ships only within the United States.

8.2 Title to the hardware passes to Customer upon delivery to the carrier (FOB origin). Risk of loss passes upon delivery to the address on the Order Form.

8.3 Customer is responsible for inspecting the Appliance on delivery. Visible damage in transit must be reported to the carrier and to [email protected] within seven (7) calendar days.

9.1 Cloud backup. Optional encrypted cloud backup is available as a paid add-on, billed separately. Cloud backup may be canceled at any time; on cancellation, backup data is purged within 30 days.

9.2 Cloud LLM fallback. Customers may opt in to cloud language-model fallback for selected workloads. Cloud LLM use is billed by the third-party provider directly or through metered billing on the Order Form. Off by default.

9.3 Premium support. Premium support tiers (extended hours, on-call, dedicated success manager) may be available and are priced separately.

Payment terms (net-due, milestone, or pay-on-Order) are stated on the Order Form. Past-due amounts accrue interest at the lesser of 1.5% per month or the maximum rate permitted by law. See Terms of Service Section 6.

Stripe, Twilio, and similar third-party services are signed up by Customer directly. Dino RD&C does not bill Customer for Stripe or Twilio fees; those go directly between Customer and the provider.

Dino RD&C LLC

5830 E 2nd St

Casper, WY 82601, USA

[email protected]