7.1. Call Recordings & Communications
Company Recording Practices
We may record telephone calls or other communications with you for legitimate business purposes, including:
- Quality assurance and staff training;
- Verification of order details, technical specifications, or support instructions;
- Dispute resolution and compliance documentation;
- Improving customer service and operational efficiency.
When we record calls, we will:
- Provide clear notice at the beginning of the call (e.g., "This call may be recorded for quality and training purposes");
- Comply with applicable data protection laws, including Hong Kong's Personal Data (Privacy) Ordinance (Cap. 486);
- Retain recordings only for as long as necessary for the stated purposes, subject to legal retention requirements.
Customer Recording Requests
If you wish to record any communication with us, please:
- Provide clear and conspicuous notice at the beginning of the call or communication;
- Obtain our prior written consent (email confirmation is sufficient) before recording;
- Use any recordings solely for your internal business purposes related to the transaction.
We reserve the right to decline or terminate a call if recording proceeds without proper notice and consent. However, we will make reasonable efforts to accommodate legitimate business recording requests from enterprise customers.
Confidentiality
Both parties agree that recorded communications may contain confidential business information. Recordings shall not be disclosed to third parties without prior written consent, except as required by law or for enforcement of legal rights.
If you need to contact us, please call +852 8483 9940 or email customer-service@relayvera.com.
7.2. Indemnification
Customer Indemnification
To the fullest extent permitted by applicable law, you agree to defend, indemnify, and hold harmless We, its affiliates, officers, directors, employees, agents, and suppliers from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising out of or relating to:
- Your breach of these Terms or any applicable law;
- Your negligent or wrongful use of products purchased from us;
- Your violation of any third-party intellectual property rights in connection with your use of our products or services;
- Your failure to comply with import/export regulations, tax obligations, or end-user restrictions in your jurisdiction.
Company Indemnification
We agrees to defend, indemnify, and hold you harmless from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising out of or relating to:
- Our gross negligence or willful misconduct in providing products or services;
- Our breach of these Terms or applicable warranties;
- Claims that our products (as supplied, not modified by you) infringe a third party's intellectual property rights in Hong Kong or the jurisdiction of delivery.
Procedures & Limitations
- Notice: The indemnified party must provide prompt written notice of any claim and reasonable cooperation in the defense.
- Control of Defense: The indemnifying party shall have the right to control the defense and settlement of any claim, provided that no settlement admits fault or imposes obligations on the indemnified party without consent.
- Exclusions: Neither party's indemnification obligations shall apply to claims arising from the other party's gross negligence, willful misconduct, or breach of this Section 7.2.
- Cap: Except for claims involving intellectual property infringement, breach of confidentiality, or a party's gross negligence/willful misconduct, total indemnification liability shall not exceed the total amount paid by you to We under the relevant order(s) giving rise to the claim in the [12] months preceding the claim.
Statutory Rights Preserved
Nothing in this section limits your statutory rights or remedies under applicable law, including Hong Kong's Control of Exemption Clauses Ordinance (Cap. 71) or consumer protection legislation.
7.3. Product Warranties & Limitation of Liability
7.3.1. Distributor Role & Manufacturer Warranties
We acts solely as a distributor and reseller of ICT products. We are not the manufacturer of the products sold on this Site.
Manufacturer Warranty Coverage
- Most new products sold by us include a warranty provided directly by the original manufacturer (e.g., Cisco, Aruba, Huawei, HPE, Juniper).
- Warranty terms, duration, coverage scope, and claim procedures are governed solely by the manufacturer's published policies, which may vary by product, region, and customer type.
- We facilitates warranty claims by providing proof of purchase (commercial invoice) and coordinating with the manufacturer or their authorized service centers. We do not perform repairs, replacements, or technical diagnostics directly unless expressly agreed in writing.
How to Access Manufacturer Warranty
- Contact the manufacturer's technical support or visit their warranty portal;
- Provide your proof of purchase from We and the product serial number;
- Follow the manufacturer's instructions for RMA (Return Merchandise Authorization), repair, or replacement.
For assistance with warranty documentation or coordination, please contact us at customer-service@relayvera.com.
7.3.2. Dead-on-Arrival (DOA) & Initial Defects
We understand that enterprise customers rely on equipment functioning correctly upon delivery.
- DOA Window: If a product is defective or non-functional upon receipt, please notify us within [7] calendar days of delivery.
- Verification: We will work with you and the manufacturer to verify the defect. This may require diagnostic logs, photos, or return of the unit for inspection.
- Resolution: If verified as DOA, we will facilitate a replacement or repair through the manufacturer at no cost to you, subject to the manufacturer's DOA policy.
- Exclusions: DOA coverage does not apply to damage caused by improper handling, installation, power issues, or modification after delivery.
7.3.3. Limitation of Our Liability
To the fullest extent permitted by applicable law, including Hong Kong's Control of Exemption Clauses Ordinance (Cap. 71) and Sale of Goods Ordinance (Cap. 26):
- We does not make any warranties, representations, or guarantees regarding products beyond those expressly provided by the manufacturer.
- We are not liable for:
- Product performance, compatibility, or fitness for a particular purpose (these are the manufacturer's responsibility);
- Consequential, incidental, or indirect damages (e.g., business interruption, data loss, lost profits) arising from product use or failure;
- Delays or failures in manufacturer warranty service, repair, or replacement.
Statutory Rights Preserved
Nothing in this section excludes, restricts, or modifies:
- Any implied conditions or warranties under Hong Kong law that cannot be legally excluded (e.g., title, quiet possession, correspondence with description);
- Your statutory rights or remedies under applicable consumer protection or commercial legislation;
- Liability for death or personal injury resulting from our negligence.
7.3.4. Enterprise Customer Agreements
For business customers with signed Master Purchase Agreements, Statement of Work, or other written contracts, warranty and liability terms shall be governed by the specific provisions of such agreements, which may provide enhanced protections or services beyond these general terms.
7.4. Limitation of Liability & Exclusions
7.4.1. Statutory Rights Preserved
Nothing in these Terms excludes, restricts, or modifies any liability that cannot be legally excluded, restricted, or modified under applicable law, including:
- Hong Kong's Control of Exemption Clauses Ordinance (Cap. 71);
- Sale of Goods Ordinance (Cap. 26) and Supply of Services (Implied Terms) Ordinance (Cap. 457);
- Liability for death or personal injury resulting from negligence;
- Fraud or fraudulent misrepresentation;
- Any other non-excludable rights or remedies under Hong Kong law or the law of the jurisdiction where products are delivered.
7.4.2. Exclusion of Consequential Damages (B2B Context)
Subject to Section 7.4.1 above, and to the fullest extent permitted by applicable law, We shall not be liable to you for any indirect, incidental, special, consequential, or exemplary damages, including but not limited to:
- Loss of profits, revenue, anticipated savings, or business opportunities;
- Loss or corruption of data, software, or systems;
- Business interruption, downtime, or delay in operations;
- Third-party claims against you arising from product use;
- Loss of goodwill or reputation.
This exclusion applies regardless of the legal theory (contract, tort, negligence, strict liability, or otherwise) and whether or not We has been advised of the possibility of such damages.
Rationale for B2B Customers: Enterprise customers are generally in a better position than distributors to assess, insure against, or mitigate business continuity risks. We encourage you to maintain appropriate business interruption insurance and implement redundancy measures for critical ICT infrastructure.
7.4.3. Cap on Direct Liability
Subject to Section 7.4.1, We's total aggregate liability to you for all claims arising out of or relating to these Terms or any order shall not exceed:
- For product-related claims: The total purchase price paid by you to We for the specific product(s) giving rise to the claim in the [12] months preceding the claim; or
- For service-related claims: The total fees paid by you for the specific service(s) giving rise to the claim.
This cap applies collectively to all claims, whether in contract, tort, or otherwise, and regardless of the number of incidents or causes of action.
7.4.4. Enterprise Customer Agreements
For business customers with signed Master Purchase Agreements, Statement of Work, Service Level Agreements, or other written contracts:
- Liability terms shall be governed by the specific provisions of such agreements, which may provide enhanced protections, higher liability caps, or different exclusions;
- In the event of conflict between these general Terms and a signed agreement, the terms of the signed agreement shall prevail for that customer relationship.
7.4.5. Risk Allocation & Mitigation
Both parties acknowledge that:
- ICT products are often deployed in critical business environments;
- Proper testing, redundancy planning, and backup strategies are the customer's responsibility before production deployment;
- We recommends that enterprise customers maintain appropriate insurance coverage for business interruption, data loss, and cyber risks.
Nothing in this section is intended to limit your right to seek remedies for fundamental breach, willful misconduct, or gross negligence by We.
7.5. Governing Law and Dispute Resolution
7.5.1. Governing Law
These Terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.
The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply to any sales transactions under these Terms.
Note: For products delivered to jurisdictions outside Hong Kong, mandatory provisions of the delivery jurisdiction's law that cannot be excluded by agreement shall apply to the extent required by law.
7.5.2. Dispute Resolution Process
The parties agree to resolve disputes through the following stepped process:
- Good Faith Negotiation: Either party may notify the other of a dispute. The parties shall engage in good faith negotiations for a period of [30] days to resolve the matter amicably.
- Mediation (Optional but Encouraged): If negotiations fail, the parties may agree to mediate the dispute through the Hong Kong Mediation Centre or another mutually agreed mediator. Mediation is without prejudice to either party's legal rights.
- Final Resolution: If the dispute remains unresolved after [30] days of negotiation (and mediation, if attempted), it shall be finally resolved by the courts of the Hong Kong Special Administrative Region, which shall have exclusive jurisdiction.
7.5.3. Injunctive Relief
Nothing in this Section prevents either party from seeking immediate injunctive or equitable relief from any court of competent jurisdiction to prevent irreparable harm, pending the outcome of the dispute resolution process. Such request shall not be deemed a waiver of the agreement to resolve disputes under this Section.
7.5.4. Confidentiality of Proceedings
The parties undertake to keep confidential:
- All awards, decisions, or judgments in any litigation under these Terms;
- All confidential information, materials, and documents produced in the proceedings and not otherwise in the public domain;
except to the extent disclosure is required by law, to protect or pursue a legal right, or to enforce or challenge an award in judicial proceedings.
7.5.5. Costs and Fees
In any litigation under these Terms, the court may award reasonable legal fees and expenses to the prevailing party, subject to applicable law and procedural rules.
7.5.6. Enterprise Customer Agreements
For business customers with signed Master Purchase Agreements, Statement of Work, or other written contracts:
- Dispute resolution terms shall be governed by the specific provisions of such agreements;
- In the event of conflict, the terms of the signed agreement shall prevail for that customer relationship.
7.5.7. Limitation Period
Subject to any mandatory provisions of applicable law, any claim arising out of or relating to these Terms or any sales transaction must be commenced within six (6) years from the date the cause of action accrues, consistent with Hong Kong's Limitation Ordinance (Cap. 347).
7.5.8. Statutory Rights Preserved
Nothing in this Section excludes, restricts, or modifies any non-excludable rights or remedies under Hong Kong law or the mandatory provisions of the law of the jurisdiction where products are delivered.
7.6. Waiver
The failure of either party to enforce any provision of these Terms shall not be construed as a waiver of such provision or the right to enforce it thereafter. Any waiver of a breach of any provision must be in writing and signed by the waiving party to be effective. No waiver of any provision shall be deemed a continuing waiver or a waiver of any other provision.
7.7. Severability
If any provision of these Terms is held to be invalid, illegal, or unenforceable under the laws of Hong Kong Special Administrative Region, such provision shall be modified to the minimum extent necessary to make it valid and enforceable, or if not possible, severed from these Terms. The remaining provisions shall continue in full force and effect.
7.8. Third Party Rights
These Terms are between you and RelayVera. No person other than the parties shall have any right to enforce any term of these Terms, except that manufacturers may enforce, solely against you, any provisions relating to products they supply, including any limitations of liability or disclaimers that also benefit RelayVera. For the avoidance of doubt, such enforcement right does not create any direct contractual relationship between you and the manufacturer/seller, and RelayVera shall not be liable for any acts or omissions of such third parties.
7.9. Entire Agreement
These Terms, together with any invoice or order confirmation issued by RelayVera, constitute the entire agreement between you and RelayVera with respect to the subject matter hereof and supersede all prior or contemporaneous communications, representations, or agreements, whether oral or written. No modification or amendment shall be binding unless in writing and signed by both parties.
7.10. Eligibility and Age Restrictions
RelayVera does not sell products for purchase by children. By using the Site or placing an order, you represent and warrant that you are at least 18 years of age (or the age of majority in your jurisdiction, if higher). If you are under 18, you may only use the Site under the supervision of a parent or guardian. You are solely responsible for complying with all applicable laws regarding the purchase, import, and use of products obtained from RelayVera, including any minimum age requirements for specific products.
Updated on March 23, 2026