1、What is DJI Care Enterprise?
DJI Care Enterprise is an after-sales service plan specially designed for DJI Enterprise products, allowing you to fly with peace of mind without worrying about accidental damage. DJI Care Enterprise offers three packages that provide tailor-made and comprehensive services based on your needs:
DJI Care Enterprise Basic
For accidental damage to DJI Enterprise products during normal use and operation within the coverage period, two replacements are offered, and each replacement costs a small additional fee.DJI has the right to require you to send back such components or reject your DJI Care Enterprise service request
DJI Care Enterprise Plus
For accidental damage to DJI Enterprise products during normal use and operation within the coverage period, a free repair or replacement service is available, provided that your total coverage amount is sufficient for the deduction of a fee equivalent to the damage assessment cost. Shared coverage can be extended to other DJI Enterprise devices bound to DJI Care Enterprise Plus within 30 calendar days after the first activation and binding.
DJI Care Enterprise Basic (2-Year Plan)
For accidental damage to DJI Enterprise products during normal use and operation within the coverage period, up to four replacements are offered by paying certain replacement service fee. In addition, official warranty is provided for the covered components during the validity period of the service plan.2、What are the coverage periods of DJI Care Enterprise?
DJI Care Enterprise Basic
The 12-month service period comes into effect at 0:00 on the start date and expires at 24:00 on the expiration date, as specified in the service agreement.
DJI Care Enterprise Plus
The 12-month service period comes into effect at 0:00 on the start date and expires at 24:00 on the expiration date, as specified in the service agreement.
DJI Care Enterprise Basic (2-Year Plan)
The 24-month service period comes into effect at 0:00 on the start date and expires at 24:00 on the expiration date, as specified in the service agreement.
* Even if the benefits of your DJI Care Enterprise have already been used up before expiration, the renewed DJI Care Enterprise service plan will not come into effect in advance.3、In what countries and regions is DJI Care Enterprise available?
The service plans are available in the U.S., Canada, the UK, EU countries, Switzerland, Norway, Liechtenstein, Iceland, Serbia, Monaco, Australia, Japan, South Korea, Mexico, Hong Kong and Mainland China.
The supported regions and version of the service plan may vary slightly for certain models.4、Which product models are supported by DJI Care Enterprise?
The products supported by DJI Care Enterprise Basic are: Matrice 300 RTK, Phantom 4 RTK, P4 Multispectral, Mavic 2 Enterprise series, Mavic 2 Enterprise Advanced, M2EA RTK Module, Zenmuse H20, Zenmuse H20T, Zenmuse P1, Zenmuse L1, Zenmuse H20N, Matrice 30, Matrice 30T, DJI Mavic 3E, DJI Mavic 3T, DJI Maivc 3M, Matrice 350 RTK, Zenmuse L2, Matrice 3D, Matrice 3TD, Zenmuse H30, and Zenmuse H30T.
The products supported by DJI Care Enterprise Plus are: Matrice 300 RTK,Phantom 4 RTK, P4 Multispectral, Mavic 2 Enterprise series, Mavic 2 Enterprise Advanced, M2EA RTK Module, Zenmuse H20, Zenmuse H20T, Zenmuse P1, Zenmuse L1, Zenmuse H20N, Matrice 30, Matrice 30T, DJI Mavic 3E, DJI Mavic 3T , DJI Maivc 3M, Matrice 350 RTK, Matrice 30T Dock Version, Zenmuse L2, Matrice 3D, Matrice 3TD, Zenmuse H30, and Zenmuse H30T.
The products supported by DJI Care Enterprise Basic (2-Year Plan) are: DJI Mavic 3E, DJI Mavic 3T, DJI Maivc 3M, Matrice 350 RTK, Zenmuse L2, Matrice 3D, Matrice 3TD, Zenmuse H30, and Zenmuse H30T.5、What components are covered by DJI Care Enterprise?
The scope of replacement service provided by DJI Care Enterprise Basic, DJI Care Enterprise Basic (2-Year Plan), and the scope of repair service provided by DJI Care Enterprise Plus are shown below:
（1）Matrice 200 (Matrice 200 V2), Matrice 600 Pro: aircraft body and propellers;
（2）Matrice 210，Matrice 210 RTK: aircraft body, propellers, external GPS,single upward gimbal connector, and dual downward gimbal connectors;
（3）Matrice 210 V2, Matrice 210 RTK V2: aircraft body, propellers, single upward gimbal connector, and dual downward gimbal connectors;
（4）Matrice 300 RTK: aircraft body, propellers, single upward gimbal connector, single downward gimbal connector, and dual downward gimbal connectors;
（5）Phantom 4 RTK, P4 Multispectral: aircraft body, gimbal, battery, and propellers;
（6）Mavic 2 Enterprise Series: aircraft body, bound gimbal and camera, battery, and propellers;
（7）Zenmuse X5S, Zenmuse Z30, Zenmuse XT S, Zenmuse XT, Zenmuse XT2, and Zenmuse P1: gimbal and camera (including the lens);
（8）Zenmuse H20, Zenmuse H20T, Zenmuse H20N, Zenmuse H30, and Zenmuse H30T: gimbal and camera;
（9）Mavic 2 Enterprise Advanced: aircraft body, bound gimbal and camera, battery, propellers, M2EA Spotlight, M2EA Speaker, and M2EA Beacon;
（10）M2EA RTK Module: M2EA RTK module;
（11）Zenmuse L1, Zenmuse L2: gimbal, lidar, camera, and high-precision inertial navigation module;
（12）Matrice 30, Matrice 30T: aircraft body, bound gimbal and camera, propellers, RC Plus, and Intelligent Battery Station;
（13）DJI Mavic 3E, DJI Mavic 3T: aircraft body, bound gimbal and camera, battery, propellers, and DJI RC Pro Enterprise;
（14）DJI Mavic 3M: aircraft body, bound gimbal and camera, battery, propellers, DJI RC Pro Enterprise, and RTK Module;
（15）Matrice 350 RTK: aircraft, propellers, single upward gimbal connector, single downward gimbal connector, dual downward gimbal connector, DJI RC Plus, and Intelligent Battery Station (two batteries can be replaced for free in one year if DJI Care Enterprise Plus is purchased and bound);
（16）Matrice 30T Dock Version：aircraft body, bound gimbal and camera, and propellers;
（17）Matrice 3D, Matrice 3TD: aircraft body, bound gimbal and camera, and propellers(two batteries can be replaced for free in one year if DJI Care Enterprise Plus is purchased and bound).
Quantity of covered components mentioned above: Propeller (Pair) x2, Other Components x1.
The scope of official warranty service provided by DJI Care Enterprise Basic and DJI Care Enterprise Basic (2-Year Plan) are shown below:
（1）Matrice 200, Matrice 200 V2: aircraft body , flight Controller System, FPV module, propulsion system (excluding propellers and propeller mounting plates);
（2）Matrice 210: aircraft body , flight Controller System, FPV module, propulsion system (excluding propellers and propeller mounting plates), GPS kit (excluding Mounting Bracket), single upward gimbal connector, and dual downward gimbal connectors;
（3）Matrice 210 RTK: aircraft body , flight Controller System, FPV module, propulsion system (excluding propellers and propeller mounting plates), D-RTK antenna, D-RTK processor, GPS kit (excluding Mounting Bracket), single upward gimbal connector, and dual downward gimbal connectors;
（4）Matrice 210 V2: aircraft body, flight Controller System, FPV module, propulsion system (excluding propellers and propeller mounting plates), single upward gimbal connector, and dual downward gimbal connectors;
（5）Matrice 210 RTK V2: aircraft body , flight Controller System, FPV module, propulsion system (excluding propellers and propeller mounting plates), D-RTK 2 antenna (excluding mounting bracket), single upward gimbal connector, and dual downward gimbal connectors;
（6）Matrice 300 RTK: aircraft body, flight Controller System, Propulsion system (excluding propellers) and antenna (transmission antenna and D-RTK antenna), single upward gimbal connector, single downward gimbal connector, and dual downward gimbal connectors;
（7）Phantom 4 RTK, P4 Multispectral: aircraft body, gimbal and camera, vision system, and propulsion system (excluding the propellers);
（8）Mavic 2 Enterprise Series: main controller, vision system, gimbal and camera, and propulsion system (excluding the propellers);
（9）Zenmuse Z30, Zenmuse X5S, and Zenmuse P1: gimbal and camera (including the lens) (Lens: Only warranty period extended, instead of the number of lens shutter count);
（10）Zenmuse H20, Zenmuse H20T, Zenmuse H20N, Zenmuse H30, and Zenmuse H30T: gimbal and camera;
（11）Mavic 2 Enterprise Advanced: main controller, vision system, gimbal and camera, propulsion system (excluding the propellers), M2EA Spotlight, M2EA Speaker, and M2EA Beacon;
（12）M2EA RTK Module: M2EA RTK module;
（13）Zenmuse L1: gimbal, lidar, camera, and high-precision inertial navigation module;
（14）Matrice M30, Matrice M30T: aircraft body, bound gimbal and camera, flight controller system, propulsion system (excluding propellers), antennas (transmission antenna and D-RTK antenna), DJI RC Plus, and Intelligent Battery Station;
（15）DJI Mavic 3E: main controller, vision system, gimbal and camera, propulsion system (excluding the propellers), and DJI RC Pro Enterprise (Lens: Only warranty period extended, instead of the number of lens shutter count);
（16）DJI Mavic 3T: main controller, vision system, gimbal and camera, propulsion system (excluding the propellers), and DJI RC Pro Enterprise;
（17）DJI Mavic 3M: main controller, vision system, gimbal and camera, propulsion system (excluding the propellers), DJI RC Pro Enterprise, and RTK Module (Lens: Only warranty period extended, instead of the number of lens shutter count);
（18）Matrice 350 RTK: aircraft body, flight controller system, propulsion system (excluding propellers) and antenna (transmission antenna and D-RTK antenna), single upward gimbal connector, single downward gimbal connector, dual downward gimbal connector, DJI RC Plus, and Intelligent Battery Station;
（19）Zenmuse L2: gimbal, lidar, camera, and high-precision inertial navigation module(Lens: Only warranty period extended, instead of the number of lens shutter count);
（20）Matrice 3D, Matrice 3TD: main controller, vision system, gimbal and camera, propulsion system (excluding the propellers).
Notes:
（1）Please send back the covered components as listed above. Otherwise, DJI has the right to require you to send back such components or reject your DJI Care Enterprise service request. Any component not sent back will not be entitled to DJI Care Enterprise services. Please do not send back any components separately, or components that are not standard provided by DJI. DJI has the right to reject your DJI Care Enterprise service request if you send back components separately or components that are not standard provided by DJI. Please do not send back your battery charger or other parts that are not within the coverage. Any relevant expenses as well as risks and liability incurred as a result of you doing so shall be borne by you alone.
（2）For drone models with parts that include a battery, you can decide whether to send the battery back if it is working normally. If you send the battery back, DJI will provide you with a new one during the replacement service; if no battery is sent back, DJI will not provide any battery replacement during the service. If your courier company refuses to deliver your battery due to its seriously damaged condition, you may contact DJI and provide photos or videos of the battery without having to send the damaged battery back. Upon verification, DJI will provide you with a new battery in your product replacement.6、What is the Service Fees for DJI Care Enterprise?
(1) Replacement Fee and Coverage Amount
① For the DJI Care Enterprise Basic or DJI Care Enterprise Basic (2-Year Plan) service plan, you need to pay a small replacement fee. Please < click here> for more details on the replacement fee.
② For the DJI Care Enterprise Plus, you will not have to pay any additional fees if the replacement cost is within the coverage amount. Please < click here> for more details on the coverage amount.
If the balance of your coverage amount is insufficient to pay for the repair or replacement fee, you will need to make up for the exceeding amount in order to enjoy the repair or replacement service.
③ To use the DJI Care Flyaway Coverage service, you will need to pay additional replacement fee. Please < click here> for more details on the replacement fee.
(2) Shipping Fees and Taxes
Any two-way shipping fee incurred within the country or region for which you are requesting to use the DJI Care Enterprise service plan shall be borne by DJI. If you wish to send your product back internationally or across regions, you must first obtain the consent of DJI, and any tariffs and custom clearance, shipping, and other fees shall be borne by you. DJI has the right to refuse to provide this service if any of the above criteria is not met.7、What are the conditions for purchasing and renewing DJI Care Enterprise?
(1) First time purchase conditions and instructions
DJI Care Enterprise includes DJI Care Enterprise Basic, DJI Care Enterprise Basic (2-Year Plan), and DJI Care Enterprise Plus. You can choose one according to your needs.
Purchase and bind DJI Care Enterprise if your DJI Enterprise device meets any of the following conditions:
① The DJI Enterprise device is brand-new and unactivated;
② The DJI Enterprise device has been activated for less than 15 days;
③ Less than 72 hours have passed after the DJI Enterprise device was repaired by an official DJI Service Center.
If your product does not meet the aforementioned binding conditions but falls within the warranty period, please record a video following<DJI Care Enterprise Video Verification Tutorial> and upload it to the Cloud or designated video platform. After the video is uploaded, please refer to the video verification application template and send an email to videoverification@dji.com. We will review the video and reply to your email within 1-3 business days. After the verification is passed and you receive a purchasing notice, you can purchase and bind DJI Care Enterprise within 72 hours.
If the product is not covered under warranty, you can request to send the device back for inspection through the official DJI online repair service request page. Following a successful inspection, you can purchase and bind DJI Care Enterprise within 72 hours of receiving the purchase notification.
(2) Renewal conditions and instructions
You can renew DJI Care Enterprise Basic if meets all the following conditions:
① DJI Care Enterprise Basic or DJI Care Enterprise Basic (2-Year Plan) is purchased and the total purchased and bound service duration does not exceed 2 years;
② DJI Care Enterprise purchased has not yet expired or expired within 15 days.
You can renew DJI Care Enterprise Plus if meets all the following conditions:
① DJI Care Enterprise Plus is purchased and the total purchased and bound service duration does not exceed 2 years;
② DJI Care Enterprise purchased has not yet expired or expired within 15 days.
If your product does not meet the aforementioned binding conditions, please record a video following<DJI Care Enterprise Video Verification Tutorial> and upload it to the Cloud or designated video platform. After the video is uploaded, please refer to the video verification application template and send an email to videoverification@dji.com. We will review the video and reply to your email within 1-3 business days. After the verification is passed and you receive a purchasing notice, you can purchase and bind DJI Care Enterprise within 72 hours.
DJI Care Enterprise Basic and DJI Care Enterprise Plus do not support cross-renewal. Therefore, if you purchase DJI Care Enterprise Basic or DJI Care Enterprise Basic (2-Year Plan) in the first year, you can only renew the Basic plan. Similarly, when you purchase DJI Care Enterprise Plus in the first year, you can only renew the Plus plan.
8、Do I have to bind DJI Care Enterprise to my drones and payloads?
(1) First year binding
If you have purchased the DJI Care Enterprise activation code, you need to activate and bind the service plan to your device using the activation code on <DJI’s official website>.
If you have purchased the Auto-Activated DJI Care Enterprise Bundle, an activation page will pop up on your device activation app, where you will be required to register and complete the activation and binding process.
(2) Renew binding
When renewing DJI Care Enterprise with an activation code, it is necessary to bind the activation code on the <DJI Care Enterprise Official Website Page>.
If you have purchased both the DJI Care Enterprise Basic (2-Year Plan) service activation code and the DJI Care Enterprise Basic service activation code simultaneously, kindly bind the DJI Care Enterprise Basic (2-Year Plan) first and then proceed to renew DJI Care Enterprise Basic.
If you renew DJI Care Enterprise on DJI Store, the renewal service plan will be automatically bound to your device without additional operation required.
After activation, you can go to the online query page <DJI Status Check> to check the service status.9、If I have bought DJI Care Enterprise for two drones, can their coverage amounts be shared?
Under DJI Care Enterprise Basic, DJI Care Enterprise Basic (2-Year Plan), the number of replacements for multiple drones or payloads cannot be shared.
If you purchased DJI Care Enterprise Plus with several DJI Enterprise products, within calendar 30 days after the first activation and binding, you can choose whether to share the coverage amounts.
If you choose to share the coverage amounts, the renewed DJI Care Enterprise Plus coverage will be shared automatically.
Coverage amounts cannot be shared in any other case, including but not limited to the following scenarios:
(1) The coverage amount of DJI Care Enterprise Plus cannot be shared with other DJI Enterprise products for which no DJI Care Enterprise Plus has been purchased.
(2) The coverage amount of DJI Care Enterprise Plus for the first binding cannot be shared with the coverage amount of the renewed DJI Care Enterprise Plus.10、Does DJI Care Enterprise support DJI Care Express? What product series are supported by DJI Care Express?
If you have purchased and bound DJI Care Enterprise Basic or DJI Care Enterprise Basic (2-Year Plan) , you can apply for DJI Care Express service, provided that your service plan is still valid, and at least one replacement is remaining. In the event of any damage to your Enterprise product during normal operation within the coverage period, after you submit a repair request through the correct procedure, DJI will send you a brand-new or equivalent to brand-new products in performance and reliability immediately upon receiving your damaged product.
DJI Care Express supports Phantom 4 RTK, M300 RTK, Zenmuse H20, Zenmuse H20T, Zenmuse P1, Zenmuse L1, Zenmuse H20N, Matrice 30, Matrice 30T, DJI Mavic 3E, DJI Mavic 3T, DJI Mavic 3M, Matrice 350 RTK, Zenmuse L2, Matrice 3D, Matrice 3TD, Zenmuse H30, and Zenmuse H30T.
11、Which drone models come with a free maintenance service when purchasing DJI Care Enterprise? How do I use the maintenance service? What is the validity period of the drone maintenance service?
The following products can enjoy a standard maintenance service when DJI Care Enterprise Basic is purchased and bound: Matrice 30, Matrice 30T, DJI Mavic 3E, DJI Mavic 3T and DJI Mavic 3M.
The following products can enjoy two standard maintenance service when DJI Care Enterprise Basic (2-Year Plan) is purchased and bound: DJI Mavic 3E, DJI Mavic 3T and DJI Mavic 3M.
The following products can enjoy a standard maintenance service when DJI Care Enterprise Plus is purchased and bound: Matrice 30, Matrice 30T, DJI Mavic 3E, DJI Mavic 3T,DJI Mavic 3M, Matrice 350 RTK, Matrice 30T Dock Version, Matrice 3D, and Matrice 3TD.
*One time of Basic Maintenance for Japan and no maintenance service available in Hong Kong (SAR), South Korea and Mexico.
*The scenarios eligible for complimentary maintenance services, the range of covered components, and the maintenance method are subject to DJI's final interpretation.
You can contact dealers or visit DJI’s official website and fill in DJI Care Factory Maintenance Service Application under Maintenance Service FAQ in the <Service Request and Inquiry page> to obtain the maintenance code. Then submit a maintenance application in the Maintenance Service page.
Free maintenance service can be used within the coverage period of the DJI Care Enterprise service plan. You can visit the <Service Plans page> to check the validity of your DJI Care Enterprise.
For the covered parts and maintenance methods of the standard maintenance service, DJI reserves the right of final interpretation.12、Is there a deductible for DJI Care Enterprise?
No, there is no deductible for these packages.
13、Does DJI Care Enterprise have a global warranty?
No global warranty is available under DJI Care Enterprise.
14、How do I use DJI Care Enterprise?
For damage covered by the terms and conditions of your DJI Enterprise device, you can go to DJI’s repair services webpage to submit an <Online Repair Request>.
Following the repair request, send your DJI Enterprise device to the designated repair center. The items to be sent are subject to the scope of coverage specified in the service agreement for the DJI Care Enterprise service you purchased.15、Does DJI Care Enterprise cover water-damaged drones and payloads?
In the event of water damage, you can use a replacement or repair included in you DJI Care Enterprise. For more details, please refer to the content specified in the service agreement for your DJI Care Enterprise.
16、After replacement, my product’s serial number is different. Does this affect my service? Will my coverage period be recalculated?
If the serial number changes during repair or replacement, it will be updated on the system and this will not have any effect on future services. The coverage period will not be recalculated and will remain subject to your service agreement.
17、 How do I check the serial number of my DJI Enterprise device?
Click <here> to check the serial number of DJI product.
18、What is DJI Care Flyaway Coverage Service?
1. What is DJI Care Flyaway Coverage Service?
DJI Care Flyaway Coverage is a service provided under DJI Care Enterprise Plus. If your aircraft is flown away due to accidents within the validity period of DJI Care Enterprise Plus, you may obtain a well-functioning product from DJI after going through the service procedure and paying the service fee.
Supported Service Plan: DJI Care Enterprise Plus
Number of Replacements: One time per year
Flyaway Replacement Fee: To use the Flyaway Coverage service, you will need to pay a replacement fee. Please click<here> to see the replacement fee.
Supported Products: Matrice 30, Matrice 30T, Mavic 3E, Mavic 3T, and Mavic 3M
* If you choose to use the Flyaway Coverage service, DJI will provide a replacement product of the same model as yours, and the replacement product is brand-new or equivalent to brand-new product in performance and reliability.
* You can click< here> to check the remaining times of Flyaway Coverage service.
2. How does DJI Care Flyaway Coverage come into effect?
DJI Account and Remote Controller Binding:
If the purchased product is supported by the DJI Care Flyaway Coverage service, please bind the app account and remote controller with the aircraft by using the latest version of DJI Pilot 2.
Binding Method:
For a brand-new and unactivated product, follow the on-screen binding instructions in DJI Pilot 2 during activation.
If your product has been activated, complete binding under “Device Management” of DJI Pilot 2.
Binding Information Query:
After successful binding, you can check the binding relationship information in the Device Management section of the DJI Pilot 2.
To bind your aircraft and remote controller, or to perform an unbinding operation, please refer to<this article>
3. What is the purpose of the account and remote controller binding required for DJI Care Flyaway Coverage Service?
To make sure that your aircraft can use the flyaway coverage service provided by DJI Care Enterprise Plus, the account and remote controller need to be bound with the aircraft:
· Binding an aircraft with a DJI account means the owner of the account has ownership of the aircraft.
· Binding the aircraft with a remote controller records the linking relationship between the aircraft and the remote controller.
If a flyaway occurs, only the owner of the bound account can apply for the flyaway coverage service and produce the flyaway report with the bound remote controller to mark the aircraft as flyaway.
Therefore, in order to use the flyaway coverage service on your product, please be sure to go to [Settings] - [Device Management] in the app to bind your DJI account with the aircraft in advance, and also to bind the remote controller with the aircraft.
For the aircraft that is not associated or bound or either association or binding is cancelled once done, you will not be able to apply for relevant flyaway coverage services.
If you choose to use the Flyaway Coverage service, DJI will provide a replacement product of the same model as yours, and the replacement product is brand-new or equivalent to brand-new product in performance and reliability.
4. How do I use DJI Care Flyaway Coverage Service?
(1) Go to the DJI official website and then go to Support > Service Request and Inquiry > Flyaway Service, and submit the flyaway incident information;
(2) Provide flight records for the flyaway aircraft so that DJI can determine whether the flyaway incident meets the requirements for DJI Care Flyaway Coverage;
(3) Complete the DJI Care Flyaway Aircraft Report by following the instructions. After the report is confirmed, flying the aircraft is prohibited;
(4) Pay the fee;
(5) A replacement aircraft will be sent to you.
* If the aircraft is found before paying the service fee, you can contact DJI to cancel the DJI Care Flyaway Aircraft Report, and then your product can be used normally again. If you have already paid the service fee, the ownership of your original aircraft will be transferred to DJI, and the DJI Care Flyaway Aircraft Report cannot be canceled. If you obtain the aircraft again, please send it back to DJI.
Thank you for purchasing DJI Care Enterprise, exclusively designed for DJI Enterprise products.
Please pay attention to the following terms and conditions before you use this service:
1. You have been informed about and agreed to these terms before you purchase this service.
2. To ensure proper use of the service, please ensure the version of DJI Care Enterprise you purchased is the same as the region in which you purchased your device.
3. This service can only be bound to devices purchased via DJI’s official or authorized channels and used in the country or region selected during your purchase of this service.
4. DJI Care Enterprise can be renewed for up to a maximum of three years. Any product replacement with a new serial number will be bound automatically to the DJI Care package of the original product and enjoy the remaining benefits and warranty period. Please do not purchase DJI Care Enterprise again for the new replacement product. The serial numbers of your DJI product and its components are important information that enables you to use the DJI Care Enterprise service. Please keep the information secure and do not disclose it to others. You are solely responsible for the consequences of and liability for any unauthorized use of your DJI product’s serial number and other relevant services bound to it caused by your disclosure of such information.
Ⅰ. Service information and scope
1. Service Period
The service coverage period for DJI Care Enterprise Basic or DJI Care Enterprise Plus is 12 months.
The service coverage period for DJI Care Enterprise Basic (2-Year Plan) is 24 months.
It comes into effect at 0:00 on the start date and expires at 24:00 on the expiration date, as specified in the service agreement. You may check the start date of your service agreement on the< DJI Service Plans web page>.
2. Service Overview
DJI Care Enterprise Basic
For accidental damage to DJI Enterprise products during normal use and operation within the coverage period, two replacements are offered, and each replacement costs a small additional fee.In addition, official warranty is provided for the covered components during the validity period of the service plan.
DJI Care Enterprise Plus
Within the service period of DJI Care Enterprise Plus, for any accidental damage to your DJI Enterprise product during normal operation, the repair fees and labor costs incurred within the coverage amount shall be borne by DJI, provided that the product is returned to DJI or an official DJI authorized repair center within the service period.
Any repair fees incurred due to any damage that is not covered by the DJI Care Enterprise Plus service shall be borne by you or covered by any service you have purchased that covers the damage.
Additionally, you may also enjoy DJI’s replacement service by opting to deduct the fee equivalent to the repair fees from your coverage amount, and then submitting a repair request through the correct procedure and sending the relevant components back to DJI.
DJI Care Enterprise Basic (2-Year Plan)
For accidental damage to DJI Enterprise products during normal use and operation within the coverage period, up to four replacements are offered by paying certain replacement service fee. In addition, official warranty is provided for the covered components during the validity period of the service plan.
Notes:
（1）The replacement device provided has the same performance and reliability as those of a brand-new product.
（2）Only repair services are available for Zenmuse XT S, Zenmuse XT, and Zenmuse XT2. Replacement services are currently unavailable for this device.
（3）For Matrice 350 RTK, Matrice 3D, and Matrice 3TD, two batteries can be replaced for free in one year if DJI Care Enterprise Plus is purchased and bound.
（4）Free maintenance service can be used within the coverage period of the DJI Care Enterprise service plan.
The following products can enjoy a standard maintenance service when DJI Care Enterprise Basic is purchased and bound: Matrice 30, Matrice 30T, DJI Mavic 3E, DJI Mavic 3T and DJI Mavic 3M.
The following products can enjoy two standard maintenance service when DJI Care Enterprise Basic (2-Year Plan) is purchased and bound: DJI Mavic 3E, DJI Mavic 3T and DJI Mavic 3M.
The following products can enjoy a standard maintenance service when DJI Care Enterprise Plus is purchased and bound: Matrice 30, Matrice 30T, DJI Mavic 3E, DJI Mavic 3T, DJI Mavic 3M, Matrice 350 RTK, Matrice 30T Dock Version, Matrice 3D, and Matrice 3TD .
* One time of Basic Maintenance for Japan and no maintenance service available in Hong Kong (SAR), South Korea and Mexico.
For the covered parts and maintenance methods of the standard maintenance service, DJI reserves the right of final interpretation.
3. Covered Components
The scope of replacement service provided by DJI Care Enterprise Basic, DJI Care Enterprise Basic (2-Year Plan), and the scope of repair service provided by DJI Care Enterprise Plus are shown below:
（1）Matrice 200 (Matrice 200 V2), Matrice 600 Pro: aircraft body and propellers;
（2）Matrice 210, Matrice 210 RTK: aircraft body, propellers, external GPS,single upward gimbal connector, and dual downward gimbal connectors;
（3）Matrice 210 V2, Matrice 210 RTK V2: aircraft body, propellers, single upward gimbal connector, and dual downward gimbal connectors;
（4）Matrice 300 RTK: aircraft body, propellers, single upward gimbal connector, single downward gimbal connector, and dual downward gimbal connectors;
（5）Phantom 4 RTK, P4 Multispectral: aircraft body, gimbal, battery, and propellers;
（6）Mavic 2 Enterprise Series: aircraft body, bound gimbal and camera, battery, and propellers;
（7）Zenmuse X5S, Zenmuse Z30, Zenmuse XT S, Zenmuse XT, Zenmuse XT2, and Zenmuse P1: gimbal and camera (including the lens);
（8）Zenmuse H20, Zenmuse H20T, Zenmuse H20N, Zenmuse H30, and Zenmuse H30T: gimbal and camera;
（9）Mavic 2 Enterprise Advanced: aircraft body, bound gimbal and camera, battery, propellers, M2EA Spotlight, M2EA Speaker, and M2EA Beacon;
（10）M2EA RTK Module: M2EA RTK module;
（11）Zenmuse L1, Zenmuse L2: gimbal, lidar, camera, and high-precision inertial navigation module;
（12）Matrice 30, Matrice 30T: aircraft body, bound gimbal and camera, propellers, DJI RC Plus, and Intelligent Battery Station;
（13）DJI Mavic 3E, DJI Mavic 3T: aircraft body, bound gimbal and camera, battery, propellers, and DJI RC Pro Enterprise;
（14）DJI Mavic 3M: aircraft body, bound gimbal and camera, battery, propellers, DJI RC Pro Enterprise, and RTK Module;
（15）Matrice 350 RTK: aircraft, propellers, single upward gimbal connector, single downward gimbal connector, dual downward gimbal connector, DJI RC Plus, and intelligent battery station (two batteries can be replaced for free in one year if DJI Care Enterprise Plus is purchased and bound);
（16）Matrice 30T Dock Version：aircraft body, bound gimbal and camera, and propellers;
（17）Matrice 3D, Matrice 3TD: aircraft body, bound gimbal and camera, and propellers(two batteries can be replaced for free in one year if DJI Care Enterprise Plus is purchased and bound).
Quantity of covered components mentioned above: Propeller (Pair) x2, Other Components x1.
The scope of official warranty service provided by DJI Care Enterprise Basic and DJI Care Enterprise Basic (2-Year Plan) are shown below:
（1）Matrice 200, Matrice 200 V2: aircraft body , flight Controller System, FPV module, propulsion system (excluding propellers and propeller mounting plates);
（2）Matrice 210: aircraft body , flight controller system, FPV module, propulsion system (excluding propellers and propeller mounting plates), GPS kit (excluding Mounting Bracket), single upward gimbal connector, and dual downward gimbal connectors;
（3）Matrice 210 RTK: aircraft body , flight controller system, FPV module, propulsion system (excluding propellers and propeller mounting plates), D-RTK antenna, D-RTK processor, GPS kit (excluding Mounting Bracket), single upward gimbal connector, and dual downward gimbal connectors;
（4）Matrice 210 V2: aircraft body, flight controller system, FPV module, propulsion system (excluding propellers and propeller mounting plates), single upward gimbal connector, and dual downward gimbal connectors;
（5）Matrice 210 RTK V2: aircraft body , flight controller system, FPV module, propulsion system (excluding propellers and propeller mounting plates), D-RTK 2 antenna (excluding mounting bracket), single upward gimbal connector, and dual downward gimbal connectors;
（6）Matrice 300 RTK: aircraft body, flight controller system, propulsion system (excluding propellers) and antenna (transmission antenna and D-RTK antenna), single upward gimbal connector, single downward gimbal connector, and dual downward gimbal connectors;
（7）Phantom 4 RTK, P4 Multispectral: aircraft body, gimbal and camera, vision system, and propulsion system (excluding the propellers);
（8）Mavic 2 Enterprise Series: main controller, vision system, gimbal and camera, and propulsion system (excluding the propellers);
（9）Zenmuse Z30, Zenmuse X5S, and Zenmuse P1: gimbal and camera (including the lens) (Lens: Only warranty period extended, instead of the number of lens shutter count);
（10）Zenmuse H20, Zenmuse H20T, Zenmuse H20N, Zenmuse H30, and Zenmuse H30T: gimbal and camera;
（11）Mavic 2 Enterprise Advanced: main controller, vision system, gimbal and camera, and propulsion system (excluding the propellers), M2EA Spotlight, M2EA Speaker, and M2EA Beacon;
（12）M2EA RTK Module: M2EA RTK module;
（13）Zenmuse L1: gimbal, lidar, camera, and high-precision inertial navigation module;
（14）Matrice 30, Matrice 30T: aircraft body, bound gimbal and camera, flight controller system, propulsion system (excluding propellers), antennas (transmission antenna and D-RTK antenna), DJI RC Plus, and Intelligent Battery Station;
（15）DJI Mavic 3E: main controller, vision system, gimbal and camera, propulsion system (excluding the propellers), and DJI RC Pro Enterprise (Lens: Only warranty period extended, instead of the number of lens shutter count);
（16）DJI Mavic 3T: main controller, vision system, gimbal and camera, propulsion system (excluding the propellers), and DJI RC Pro Enterprise;
（17）DJI Mavic 3M: main controller, vision system, gimbal and camera, propulsion system (excluding the propellers), DJI RC Pro Enterprise, and RTK Module (Lens: Only warranty period extended, instead of the number of lens shutter count);
（18）Matrice 350 RTK: aircraft body, flight controller system, propulsion system (excluding propellers) and antenna (transmission antenna and D-RTK antenna), single upward gimbal connector, single downward gimbal connector, dual downward gimbal connector, DJI RC Plus, and intelligent battery station;
（19）Zenmuse L2: gimbal, lidar, camera, and high-precision inertial navigation module(Lens: Only warranty period extended, instead of the number of lens shutter count);
（20）Matrice 3D, Matrice 3TD: main controller, vision system, gimbal and camera, propulsion system (excluding the propellers).
Notes:
（1）Please send back the covered components as listed above. Otherwise, DJI has the right to require you to send back such components or reject your DJI Care Enterprise service request. Any component not sent back will not be entitled to DJI Care Enterprise services. Please do not send back any components separately, or components that are not standard provided by DJI, including but not limited to propeller, battery, external GPS, single upward gimbal connector, dual downward gimbal connectors, and single lens. DJI has the right to reject your DJI Care Enterprise service request if you send back components separately or components that are not standard provided by DJI. Please do not send back your battery charger or other parts that are not within the coverage. Any relevant expenses as well as risks and liability incurred as a result of you doing so shall be borne by you alone.
（2）For drone models with parts that include a battery, you can decide whether to send the battery back if it is working normally. If you send the battery back, DJI will provide you with a new one during the replacement service; if no battery is sent back, DJI will not provide any battery replacement during the service. If your courier company refuses to deliver your battery due to its seriously damaged condition, you may contact DJI and provide photos or videos of the battery without having to send the damaged battery back. Upon verification, DJI will provide you with a new battery in your product replacement.
4. Service Fees
（1）Replacement Fee and Coverage Amount
For details, please refer to “Ⅱ. Replacement Fee and Coverage Amount” of the Terms and Conditions.
（2）Shipping Fees and Taxes
Any two-way shipping fee incurred within the country or region for which you are requesting to use the DJI Care Enterprise service shall be borne by DJI.
If you wish to send your product back internationally or across regions, you must first obtain the consent of DJI, and any tariffs and custom clearance, shipping, and other fees shall be borne by you.
DJI has the right to refuse to provide this service if any of the above criteria is not met.Ⅱ. Replacement Fee and Coverage Amount
1. For the DJI Care Enterprise Basic or DJI Care Enterprise Basic (2-Year Plan) service, you need to pay a small replacement fee. Please < click here> for more details on the replacement fee.
2. For the DJI Care Enterprise Plus, you will not have to pay any additional fees if the replacement cost is within the coverage amount. Please < click here> for more details on the coverage amount.
If the balance of your coverage amount is insufficient to pay for the repair or replacement fee, you will need to make up for the exceeding amount in order to enjoy the repair or replacement service.
3. To use the DJI Care Flyaway Coverage service, you will need to pay a replacement fee. Please < click here> for more details on the replacement fee.
Ⅲ. Exclusions
DJI Care Enterprise does not cover the following:
1. Damaged components not within the coverage.
2. Components within the coverage that are fully or partly missing.
3. Components that have been stolen, robbed, or discarded.
4. Damage caused by flight under unsuitable conditions.
5. Damage caused deliberately.
6. Abrasions and shell damage that do not affect the performance of the product.
7. Damage caused by natural disasters, wars, military actions, riots, coups, rebellions, and terrorist activities.
8. Damage caused by use of the product for activities that are illegal or in violation of usage rules.
9. Indirect loss or anticipated profit in any form.
10. Repair or replacement requests that are beyond the coverage period of DJI Care Enterprise.
11. Extra fees resulting from technical enhancements or performance improvements.
12. Damage resulting from modifications that are not in accordance with manual recommendations, or the use of incompatible batteries, chargers, or other supporting devices.
13. Damage resulting from the use of third-party accessories, batteries, or software.
14. Damage due to unauthorized repair or replacement of parts.
15. Damage due to modification or disassembly of the product that is non-compliant with official documentation or unauthorized by DJI.
16. Damage due to incorrect installation, or from use and operation not in accordance with the requirements in the user manual.
17. Circumstances specified in the terms of service leading to the termination of the replacement service under DJI Care Enterprise.
18. Any lawsuit, arbitration, or expense related to warranty liability under DJI Care Enterprise.
19. Applications for service from outside of the region of purchase.
20. Personal injury or property damage to the customer or other personnel caused by the product.Ⅳ. Termination of Service
1. DJI will be deemed as having fulfilled its obligations under these terms of service, and this service will be terminated automatically in the case of any of the following circumstances:
（1）The coverage period of DJI Care Enterprise expires.
（2）Services provided by DJI Care Enterprise have all been used up.
（3）You have applied on your own initiative to cancel the DJI Care Enterprise service with confirmation from DJI.
2. DJI may refuse to provide or may terminate this service in case of any of the following circumstances:
（1）The product for which service is requested was not purchased via DJI’s official or authorized channels.
（2）The version of the DJI Care Enterprise is not the same as that from which the bound product was purchased.
（3）The service was requested from outside the coverage area.
（4）The service request date exceeds the coverage period.
（5）The service request was not made through the proper service request procedure.Ⅴ. Repair Process
1. Preparation
（1）Before purchasing the DJI Care Enterprise service, please carefully read < DJI’s privacy policy> and the terms of DJI’s Online Repair Request. Once you have purchased or applied to use the DJI Care Enterprise service, you are deemed to have read and agreed to comply with this privacy policy and the terms of service for DJI’s Online Repair Request. This means that you have agreed to provide the personal and product information you have entered to DJI, and authorized DJI to use such information when providing you with services. Product information includes but is not limited to your product model and serial number, product settings data, flight operation data, flight environment, and location data.
（2）Before sending your product back for replacement or repair, please back up your personal information and/or delete all the data installed or recorded on the product, including but not limited to images, videos, and installed third-party software and software packages. If any such information cannot be deleted, please modify it to prevent others from obtaining it or to exclude it from the definition of personal data under applicable laws. If you fail to delete such information, DJI will inevitably access it when providing the service and may delete such data as a result of the service. DJI shall not be responsible for any loss or disclosure of data from any product you have sent back to DJI or any product you have repaired by DJI.
（3）Please do not send back your SD card. If your product needs to be sent back, please ensure the data in your SD card is backed up and/or deleted beforehand. If you fail to delete the data on your SD card, DJI will inevitably access the data when providing the service. DJI shall not be responsible for any loss or disclosure of data from any product you have sent back to DJI or any product you have repaired by DJI.
2. Service Process for Product Accidental Damage
If any DJI products specified in these terms are malfunctioning or damaged, please go to < DJI’s repair services webpage> to submit an “Online Repair Request”. DJI offers either of the following two types of service worldwide, whose availability is subject to your product model, bound DJI Care version, and country or region.
（1）Online Repair Request
Registering your case: Please select “Repair” for the type of service at the time of registration. By selecting Online Repair Request, you need to send in the damaged product to the official DJI Service Center. Once the service center confirms the conditions of your product, you may choose whether or not to use DJI Care Enterprise.
Sending back the product: Following the repair request, send your DJI Enterprise device to the designated repair center as specified in the service agreement for the DJI Care Enterprise service you purchased. Please ensure that the items to be sent back are eligible for the service as specified in the agreement. Otherwise, DJI has the right to require you to send back such components or reject your DJI Care Enterprise service request.
Detecting the damage or malfunction: DJI Service Center will detect the damage or malfunction on your products.
Providing Services: After confirming that the damage to your device falls within the coverage of DJI Care Enterprise, DJI will send you a repair fee quotation. You can then choose to have your product repaired or replaced:
① DJI Care Enterprise Basic or DJI Care Enterprise Basic (2-Year Plan): After the replacement service is selected, you will receive a quote sheet for replacement. After you confirm the quotation and make the payment, DJI will arrange to send the replacement product.
② DJI Care Enterprise Plus: After the replacement service is selected and DJI determines that the replacement falls within the service coverage, a fee equivalent to the repair or replacement cost will be deducted from your coverage amount. If the balance of your coverage amount is insufficient to pay for the repair or replacement fee, you will need to make up for the exceeding amount in order to enjoy the repair or replacement service. After receiving your confirmation, DJI will arrange to send you the repaired or replacement product.
③ If you have selected the DJI Care Enterprise service, you need to send the original product back to DJI and the orginal product or parts will be retrieved by DJI as proof for providing you with a service. To use the replacement service, DJI will not conduct any incident data analysis on your damaged product in the service.
Signing for the product: Upon completion of the service, DJI will send out the replacement unit or repaired product, which has been automatically bound to the DJI Care Enterprise of your original product. Additionally, the validity period of the covered services, as well as the official warranty period of the original product, will be inherited.
Note:
If you want to use the battery replacement service provided by DJI Care Enterprise Plus for Matrice 350 RTK, Matrice 3D, Matrice 3TD, please send the battery back with the drone together and select “DJI Care Battery Replacement” under “Others” in “Fill in the Incident Description” when requesting the repair service. Within the scope of the coverage, DJI will provide you with the battery replacement service by deducting the number of replacement batteries and collecting the original battery as proof of service provision.
(2) DJI Care Express
Registering the case and paying service fees: By selecting DJI Care Express, you choose to use the product accidental damage replacement service, and agree that DJI will not conduct data analysis for your damaged products during the replacement service and will retrieve your original products as proof of the replacement service. You need to pay the replacement service fee before submitting the case.
Sending back the product: After submitting the case, please send back all damaged product components that are within the service coverage, as specified in the service agreement for your DJI Care Enterprise. If you are unable to provide the related components required for the replacement service, DJI reserves the rights to require you to send back such components or reject your replacement request.
Signing for the product: DJI will send you a brand-new or equivalent to brand-new products in performance and reliability immediately upon receipt of your returned product. The replacement unit will be automatically bound to the DJI Care Enterprise of your original product, and the validity period of the covered services, as well as the official warranty period of the original product, will be inherited.
Ⅵ.Return and Transfer of DJI Care Enterprise Service
If you return your device according to DJI’s return policy, you may request to cancel the DJI Care Enterprise service.
The DJI Care Enterprise service cannot be canceled without the return of your bound DJI product, or once you have started using the service.
The DJI Care Enterprise service cannot be transferred.