Software Warranty & Service Commitment

Effective Date: September 3, 2026 · Website: whitecore.ai · Contact: future@whitecore.ai

This Software Warranty & Service Commitment explains the service standards, fault-resolution process and remedies that apply to WhiteCore subscription software and software licences.

It should be read with the Terms of Service, Refund Policy and Subscription Cancellation Policy.

1. Scope

This policy applies to the WhiteCore cloud platform, digital signage content-management services, WhiteCore media player software, Vision AI services, reporting, automation, APIs and related subscription features supplied by WhiteCore.

Hardware supplied under a separate order may be covered by separate hardware warranty terms.

2. Subscription Software Licence

An active subscription gives the customer a limited, non-exclusive, non-transferable right to access and use the subscribed WhiteCore services for the subscription term and within the licensed users, media players, cameras, storage and other plan limits.

The subscription is a right to use the service. It does not transfer ownership of WhiteCore software, source code, platform architecture, models, branding or other intellectual property.

Access may end when the subscription expires, is cancelled, remains unpaid or is lawfully suspended under the Terms of Service.

3. Service Standards

WhiteCore will provide its services with due care and skill.

Where a customer makes a particular purpose or required result known before purchase and reasonably relies on WhiteCore, the services will be reasonably fit for that disclosed purpose or result, subject to the agreed scope, supported equipment, customer environment and plan capabilities.

Where no completion time is agreed, WhiteCore will supply the relevant services within a reasonable time.

4. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.

Australian Consumer Law can apply to eligible business purchases as well as personal purchases. Whether it applies depends on the circumstances of the acquisition and the law in force at the time.

Customers outside Australia retain any mandatory rights available under the laws that apply to them.

5. Platform Availability and Outages

WhiteCore uses commercially reasonable efforts to keep the platform available, secure and operational.

Unless a separate written Service Level Agreement states otherwise, WhiteCore does not promise uninterrupted or error-free operation, a particular uptime percentage, or that every fault will be resolved within a fixed period.

Availability can be affected by planned maintenance, urgent security work, cloud-provider incidents, internet or power outages, customer networks, third-party services, unsupported hardware, camera availability and events outside WhiteCore's reasonable control.

Where supported and already downloaded, a media player may continue displaying its last valid local content during a temporary cloud interruption. This depends on the player, content, local power, storage and configuration and is not a substitute for site continuity planning.

6. Reporting a Fault

Customers should report a fault promptly through WhiteCore support or by emailing future@whitecore.ai.

A useful report includes the affected organisation and location, the feature or device involved, when the issue began, screenshots or messages shown, the practical impact, and any safe troubleshooting already completed.

Customers must not include passwords, recovery codes, payment-card details or unnecessary personal information.

7. WhiteCore's Fault-Resolution Process

WhiteCore will assess whether the issue is caused by the WhiteCore service, a customer-controlled environment, supported hardware, a network dependency or a third-party service.

Where WhiteCore is responsible and the problem can be remedied, WhiteCore will use reasonable efforts to rectify the service within a reasonable time, taking account of severity, security, affected customers and technical complexity.

A remedy may include restoring service, correcting configuration, supplying a software update, re-performing the affected service, providing a workaround, correcting billing, extending access, issuing a service credit where agreed, or providing another remedy required by law.

8. Major and Non-Major Service Failures

If a service problem is not major and can be remedied, WhiteCore must be given a reasonable opportunity to rectify it where required by law.

If WhiteCore refuses or fails to rectify an eligible problem within a reasonable time, the customer may have rights to cancel the affected service, recover reasonable rectification costs or receive a refund for the unused portion, depending on the applicable law and circumstances.

If an eligible service has a major failure, the customer may have rights to cancel the affected service and obtain a refund for the unused portion or compensation for reduced value. Compensation may also be available for other reasonably foreseeable loss or damage where required by law.

9. Annual Subscriptions, Change of Mind and Non-Use

An annual subscription is a prepaid twelve-month service commitment, not a purchase of perpetual software ownership.

A customer who simply changes their mind, no longer needs the service, fails to use it or does not complete setup is not automatically entitled to a full or prorated refund.

The customer may cancel renewal so that the subscription ends at the close of the prepaid term.

This section does not limit remedies for billing errors, misleading representations, failure to supply, major service failures or any other rights that cannot lawfully be excluded.

10. Service Credits and Reimbursement

Service credits are not automatic unless they are stated in an applicable plan, written Service Level Agreement or signed enterprise agreement.

Where WhiteCore offers a discretionary service credit, it will normally be applied to a future WhiteCore invoice and will not be exchangeable for cash unless agreed or required by law.

A service credit does not replace or reduce any non-excludable legal remedy.

Claims for business interruption, lost revenue or other loss will be assessed under the Terms of Service, any applicable Service Level Agreement and the law. Customers should not assume that every outage creates an entitlement to reimbursement.

11. Customer and Site Dependencies

WhiteCore is not responsible for a problem to the extent it is caused by customer-supplied internet, power, displays, processors, computers, cameras, cabling, firewalls or other infrastructure; unsupported or incorrectly installed equipment; customer configuration or content; unauthorised modifications; compromised credentials; failure to install required updates; or use outside the documented service scope.

WhiteCore will still provide reasonable diagnostic information and support appropriate to the subscribed plan, and this section does not limit liability that cannot lawfully be excluded.

12. Third-Party Services

WhiteCore may rely on hosting providers, payment processors, email providers, mapping or weather services, camera protocols and other third-party systems.

WhiteCore will use reasonable care in selecting and operating supported integrations but cannot guarantee a third party's independent service.

Where a WhiteCore service failure is attributable to WhiteCore's integration or conduct, available remedies will be assessed under this policy and applicable law.

13. Data, Content and Backups

Customers should retain independent copies of important source media, brand assets, configuration records and business data they upload to WhiteCore.

WhiteCore backup, retention and recovery practices do not replace the customer's responsibility to retain source material unless a written agreement expressly states otherwise.

14. Hardware

WhiteCore software warranty and service commitments are separate from warranties for media players, displays, processors, cameras or other physical products.

Where WhiteCore supplies hardware, the applicable hardware warranty and Australian Consumer Law rights will apply in addition to this policy.

Customer-supplied hardware remains the customer's responsibility, subject to any installation or managed-service agreement with WhiteCore.

15. Analytics and Business Outcomes

Vision AI measurements, audience estimates, heatmaps, recommendations and automated triggers are decision-support tools.

WhiteCore does not warrant a particular sales result, staffing saving, visitor count, detection outcome or revenue increase. Accuracy can be affected by camera position, scene conditions, calibration, occlusion, lighting, hardware and the measurement selected.

This does not limit a guarantee or representation that cannot lawfully be excluded.

16. Relationship With Other Policies

Refund and billing requests are also governed by the Refund Policy at whitecore.ai/legal/refund.

Subscription cancellation and renewal are governed by the Subscription Cancellation Policy at whitecore.ai/legal/subscription-cancellation.

Account use, liability, customer responsibilities and licensing are governed by the Terms of Service at whitecore.ai/legal/terms.

If a signed enterprise agreement or Service Level Agreement provides a higher service commitment, that written agreement applies to the extent of any inconsistency, subject to mandatory law.

17. Contact

To report a software fault or request a remedy, contact WhiteCore at future@whitecore.ai and provide sufficient information for the issue to be assessed.

WhiteCore may request reasonable diagnostic cooperation but will not require a customer to disclose passwords, recovery codes or full payment-card details.

WhiteCore may update this policy from time to time. The version published at whitecore.ai/legal/warranty applies from its stated effective date, subject to applicable law and any signed agreement.