Question 1

What does heliguy™ Repair Refresh cover?

Accepted Answer

heliguy™ Repair Refresh covers your equipment in the following circumstances: Pilot error Accidental damage Water damage Damaged during transit You damage your equipment on holiday (free shipping for your Repair Refresh claim only applies when claiming from the UK). Repair Refresh cover lasts for 12 months from the date of purchase. If you make a claim within this 12-month period, the cover immediately expires at the point of successful repair or replacement. Repair Refresh is only valid for items purchased from heliguy™ and each policy is only valid against the item it is logged against. heliguy™ Repair Refresh does not cover lost or stolen equipment. heliguy™ suggests contacting your insurance company for this kind of cover. If a drone suffers a crash, and flight logs show that the pilot's stick manoeuvres indicate an intentional or reckless crash, then cover will not be valid on this occasion.

Question 2

Is Repair Refresh different to DJI's Care Refresh?

Accepted Answer

heliguy™ Repair Refresh is not the same as DJI Care Refresh, which is a separate crash cover policy. Key differences include the service period, payment plans, and the number of replacements. In general, heliguy™ Repair Refresh can be around 45% cheaper than Care Refresh. The table below shows the key differences between the two policies. heliguy™ Repair Refresh DJI Care Refresh Length Up to 1 year Up to two years, depending on policy Repairs Or Replacements One Up to four, depending on policy Price One-off fee, including policy and repair/replacement Policy fee, then additional cost for each replacement Renewal Option No Yes Repair Location UK - heliguy™ in-house Repair Centre Europe - DJI's Service Centre

Question 3

When must I purchase Repair Refresh crash cover?

Accepted Answer

You must purchase Repair Refresh within seven days of receiving the corresponding equipment from heliguy™. Repair Refresh automatically activates upon purchase of the cover. You will not receive any documentation. Each heliguy™ Repair Refresh policy is valid for a period of up to 12 months. It expires upon the first successful claim within this period or, if no claim is made, it expires at the end of the 1-year period. The policy cannot be renewed upon expiry or completion.

Question 4

Does Repair Refresh include accessories used at the time of the crash?

Accepted Answer

You're only covered for the drone itself, unless you purchase a policy which covers a complete drone combo.

Question 5

How do I make a Repair Refresh claim?

Accepted Answer

Follow the steps below to make a Repair Refresh claim: Book a claim ticket: Book a ticket using the heliguy™ Support System via our website. Alternatively, call us on 0191 296 1024 or email us at info@heliguy.com and you will be instructed to complete a repair claim form. Send us your equipment: We'll send you a pre-paid postage label within 48 hours to cover your courier postage. Arrange a time that’s convenient for you for the equipment to be collected by the courier. Free shipping only applies to UK mainland, so international shipping must be paid at the rate provided at point of claim. Equipment assessed by the technical team: Once received, our DJI-approved technicians will evaluate your equipment to see whether it can be repaired or if a replacement is required. We will not send out a loan aircraft in the meantime. If you’re interested in a policy that includes instant loan drones to ensure service continuity, please contact us on 0191 296 1024, or email info@heliguy.com Repaired or replaced: If possible, your aircraft will be repaired as per our standard repair process. If a replacement is required, we will locate an appropriate like-for-like replacement. Please note that only the damaged item will be replaced. We will work hard to get your equipment repaired or replaced within 10 working days. Drone flight tested: Following a repair or replacement, the technical team will complete a flight test to ensure complete functionality of your equipment. Aircraft returned: Your aircraft will be returned to you via courier next-day delivery.

Question 6

Is my equipment repaired or replaced?

Accepted Answer

The first attempt will always be to repair your equipment. We are a DJI-approved repair centre using official parts and supported by DJI-trained technicians. If your drone has been repaired, it will be flight-tested before being returned to you. If for any reason a repair cannot be successfully completed, a replacement will be provided. Only the item that is damaged will be repaired or replaced.

Question 7

How long does Repair Refresh cover last and how many claims can I make?

Accepted Answer

Each Repair Refresh policy lasts up to 12 months. You are eligible for one claim during this 12-month period, beginning when you purchase Repair Refresh. This will expire upon the first successful repair or replacement. If you do not claim within the 12-month period, the cover will automatically lapse. Repair Refresh cannot be renewed - either upon the completion of a successful claim or once the cover has expired after a year.

Question 8

Is Repair Refresh the same as insurance or warranty?

Accepted Answer

No, it is not. Repair Refresh protects you against pilot error, as well as product failure. The warranty that comes with your DJI drone will only be used in the case of product failure. In addition, you’ll get all your support and replacement parts from the UK - significantly reducing the turnaround time for repairs or replacements. Repair Refresh is also not a substitute for commercial drone insurance.

Question 9

Can I cancel my Repair Refresh for a full refund?

Accepted Answer

Yes - you have a 14 day cooling off period, you can cancel the cover for a full refund up to 14 days after the cover has been purchased. You must inform us in writing to info@heliguy.com that you wish to cancel the policy.

Question 10

Can I get Repair Refresh if I’m buying from outside the UK?

Accepted Answer

You can get Repair Refresh if purchasing from outside the UK, but international shipping is not included in the cover. Shipping must be covered by the user for all units that need to be shipped to and from countries outside the UK.

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