Fraud Blocker
0800 400 915 [email protected]

Lifetime Support

The Mercari Technologies “lifetime support policy” covers Familyr throughout its entire lifecycle, from initial purchase to the point where the client no longer uses it. It ensures ongoing access to technical assistance for the duration of the client’s usage, providing a sense of predictability and peace of mind

Lifetime Support Policy

At Mercari Technologies, we are committed to providing ongoing support to ensure our customers have a positive and safe experience with their Familyr Alarm. We offer a Lifetime Support Policy for all active Familyr alarm users, subject to the terms outlined below.

  1. Scope of Lifetime Support
    This policy entitles the original purchaser to:
  • Technical support for the operation and setup of their Familyr alarm device(s).
  • Assistance with device troubleshooting, connectivity, and usage queries.
  • Guidance on proper use, maintenance, and recommended practices to keep the device operating effectively.
  1. What Lifetime Support Covers
  • Email support during our normal business hours.
  • Step-by-step help with the device, setting up features, and understanding alerts and notifications.
  • Support with replacement accessories (such as chargers or lanyards), subject to separate purchase if needed.
  1. Exclusions
    This Lifetime Support Policy does not cover:
  • Physical repair or replacement of the device itself outside of the applicable warranty period.
  • Issues arising from misuse, neglect, accidental damage, or unauthorized repairs or alterations.
  • Devices that are lost or stolen.
  • Consumables (such as batteries or straps) after the standard warranty period expires.
  1. Device Eligibility
    To be eligible for Lifetime Support, the device must:
  • Be an authentic Familyr alarm purchased directly from Familyr or an authorized reseller.
  • Have an active and original Familyr supplied SIM card in the device, or have purchasers name/registered user details/Invoice number.
  • Device IMEI must match the allocated SIM card and/or registered purchasers details.
  1. Limitations
    Lifetime Support is provided for the lifetime of the product or as long as Familyr continues to support the model. Should the product model become obsolete or if Familyr ceases to support it, we will continue to provide guidance and best-effort assistance but cannot guarantee indefinite support or compatibility with newer technologies.
  2. How to Access Lifetime Support
    For assistance, please contact our dedicated Customer Support team at:[email protected]
  3. Governing Law
    This Lifetime Support Policy is governed by the laws of New Zealand, and you agree to submit to the exclusive jurisdiction of the courts of that jurisdiction.