TERMS AND CONDITIONS
Cloud-Based Access Control | Mobile Access
NUVEQ is a cloud-based physical access control system. It allows physical access to be managed on the NUVEQ web admin dashboard and Digital keys to be issued to end users via their personal NUVEQ user account. Users will be able to access a physical space using any 4G or WiFi-enabled mobile device once they download the NUVEQ mobile app.There are a number of considerations for NUVEQ to work in your space. As a client of NUVEQ, you will need to review these considerations and ensure all are met before NUVEQ can work effectively in your space. By subscribing to our system, you are agreeing to the terms and conditions set out here detailing the responsibilities of both client and NUVEQ. for the system to work.
1. Client’s Responsibilities
Network Settings: the NUVEQ controller must be connected to the Internet Service Provider via an ethernet cable. You will be responsible for configuring the network settings in your space to work with your NUVEQ controller prior to the installation.
1st point of contact: you must designate one person in your organization to be the NUVEQ master administrator for your system, which should either be yourself or another person from the same organization. The master administrator will be NUVEQ’s 1st point of contact during the NUVEQ setup as well as the installation process and will need to be familiar with the client’s responsibilities listed in this document.
IT specialist: if you have an in-house IT specialist for your space, you need to list him or her down as a 2nd point of contact during the signup process. This will allow NUVEQ to reach out to your IT specialist if there are any network-related issues on the NUVEQ system.
NUVEQ mobile app: the NUVEQ mobile app is supported on iOS 8 and above for Apple devices, and Android OS 5 and above for Android devices. Users without the aforementioned specifications will not be guaranteed optimal NUVEQ performance, if any. Instead, they can be issued a unique NUVEQ URL link by the master administrator for access into the space.
Door fixes: neither NUVEQ. nor the installer would be liable for any existing issues or imperfections on your door(s) prior to the installation of the electronic locks. Either NUVEQ. or installer may recommend the necessary fixes to be made for your door(s), and you will be responsible for arranging the recommended fixes as well as the affiliated costs.
Changes in network settings: if there are any changes in the office network settings that results in the NUVEQ system being disconnected from the network, you will be responsible for re-connecting the NUVEQ controller with your network. You can reach out to the NUVEQ. support staff for instructions on how to perform this step, or find it among our various support articles.
2. NUVEQ Installation
NUVEQ. Installation (Malaysia only): For all installations coordinated by NUVEQ., it will require an average of 10 to 20 business days to complete the job, depending on the location of your space. NUVEQ. will help coordinate installations and inform you of the estimated timeline of your NUVEQ installation during the sales process, should the customer request it. The installer will liaise with the designated NUVEQ customer contact to schedule a date and time for the site visit and the actual installation.
Electronic locks: for a NUVEQ installation that an requires electronic lock(s) to be installed, NUVEQ will help in coordinating with the installer to specify the materials and labor for the job. NUVEQ or the installer may need to reach out to the NUVEQ customer contact to gather information on the space during the period of the install.
Installation on a door with an existing physical access control system: no additional electronic locks needs to be installed for your space. NUVEQ can help coordinate with the installer, should the customer request it, to have the NUVEQ system wired to work alongside your existing physical access control system without disrupting its utility.
3. Hardware Warranty
All NUVEQ hardware is guaranteed by a 2-year warranty as long as there is an active license. These include: the NUVEQ Controller and the NUVEQ Reader.
The NUVEQ hardware warranty does not extend to any non-NUVEQ proprietary equipment or end of life equipment. These would include the door locks, components on the door locks, and/or any other physical access control system working on the same doors as the NUVEQ system. Non-NUVEQ proprietary equipment would be subjected to the warranty terms and conditions of the manufacturer.
NUVEQ will not be liable for malfunctions on the NUVEQ hardware once the warranty expires. You will need to purchase new NUVEQ hardware if you need a replacement on any part of your NUVEQ system. You will also be liable for any installation costs associated with replacing your existing hardware with a new one.
In the event that a new version of the NUVEQ hardware is released by NUVEQ, it will be made available to the client for purchase. The NUVEQ 2-year warranty does not extend to devices that have been de-commissioned or devices that have reached their end-of-life. NUVEQ will be required to send notification of any intention to de-commission any NUVEQ hardware.
Your NUVEQ software license does not entitle you to a free upgrade of NUVEQ hardware."
4. NUVEQ Fixes
If there is a disruption in services on your NUVEQ system, NUVEQ. will perform a preliminary evaluation to identify the root causes of the disruption.
Depending on the nature of the disruption, NUVEQ may appoint an IT specialist or a hardware installer for the fix.
Should the disruption be caused by a hardware issue, NUVEQ will be responsible for coordinating with an installer for a fix at your space.
NUVEQ will only be liable for the cost of the fix if the root cause is traced back to a malfunction on the NUVEQ hardware. NUVEQ will not be liable for the cost of the fix if the root cause is traced back to:
an existing issue in your space prior to the installation, or
any modifications made without the approval of NUVEQ on the NUVEQ system.
If your installation was coordinated by NUVEQ, NUVEQ will be liable for any issues that arose as a consequence of the installation process.
If you coordinated a self-installation, NUVEQ. will not be liable for any issues that resulted from the installation process.
“Business Hours” refers to a period of time commencing from 9.00 a.m. to 6.00 p.m. on any Monday to Friday excluding a Public Holiday based on Malaysia calendar.
5. Invoice from NUVEQ
Charges for hardware: you will be charged for the hardware within 7 days of shipment. Once charged, your NUVEQ hardware will be subject to the warranty and refund policy spelt out in this document. This charge will be processed separately from the installation and software license charges and does not take into consideration which stage of the installation you are in at the point of the charge.
Charges for NUVEQ installation: you will be charged for a NUVEQ installation within five business days after the NUVEQ system is fully operational in your space. A system is considered fully operational once all access points are NUVEQ-enabled from the NUVEQ mobile app. This charge will be processed separately from the hardware and software license charges.
Charges on software license: you will be charged for your NUVEQ subscription 30 days after the purchase of your NUVEQ system. The charges will correspond with the number of controllers and users you are allowed to manage based on your software license plan. This charge will be processed separately from the hardware and installation charges. Any request to delay the subscription charges further than the period stated herein will be made on the discretion of NUVEQ. NUVEQ reserves the right to upgrade your software license without prior notice.
Your NUVEQ subscription will run on (day of sale) of each month going forward and will be charged to the credit card on file.
NUVEQ offers a 30-Day Free Trial. If for any reason NUVEQ does not fit your needs, please contact firstname.lastname@example.org to cancel your subscription and request to return your NUVEQ hardware within 30 days of the date of delivery for a full refund (minus shipping charges).
Once the 30-Day Free Trial period expires, NUVEQ will not issue refunds for any NUVEQ hardware equipment. If any NUVEQ hardware equipment malfunctions after the 30-Day Free Trial period, NUVEQ will replace any devices which NUVEQ Support determines to be defective, free of charge.
NUVEQ does not issue refunds for subscription fees charged after the 30-Day Trial period. Any subscription payment disputes will be issued as credits for any time NUVEQ was deemed to be inoperable due to a NUVEQ related malfunction.
NUVEQ will only issue credits for subscription charges related to non usage of the NUVEQ system. i.e. - If after purchasing NUVEQ, your NUVEQ system installation was delayed for 3 months after the date of delivery, NUVEQ will only issue credits for the time before the first unlock was made.
NUVEQ reserves the right to terminate NUVEQ usage for any past-due subscription fees that are unpaid for 60 days or more.
7. Account Credit Policy
If you experience a disruption in service after the first 30 days of using NUVEQ in your space and if such a disruption is attributed to either a hardware or software issue on the system, you may file a claim for credit to be applied to your account at email@example.com. NUVEQ will investigate the cause of the disruption and determine the attributing factor(s) of the disruption. The validity of claims put forward for a credit applied to your NUVEQ account will be decided upon by NUVEQ.
For any NUVEQ hardware, you can only request a full refund within 30 days of receiving the shipment, subject to any other arrangements brokered between you and your sales agent. All components of the hardware must be returned and inspected by NUVEQ. before the refund can take effect. NUVEQ. will not accept any request for refunds on the NUVEQ hardware after 30 days from arrival shipment.
8. Cancellation Policy
If you decide to cancel your subscription of NUVEQ services, please inform NUVEQ. as soon as possible. Any subscriptions fees already charged before the cancellation date will not be refunded to you. If receipt date of your NUVEQ hardware shipment is more than 30 days from day of cancellation, the hardware is nonrefundable.
NUVEQ is committed to protecting your privacy. Any information you supply to NUVEQ. will be kept confidential and will not be used for any marketing or other business purposes without explicit consent from you.
By becoming a customer of NUVEQ you allow NUVEQ to display your company logo as reference customer unless otherwise noted.
NUVEQ will not sell, rent, loan, trade, or lease any information collected by the NUVEQ system, including email lists, to other organizations.
Privacy: Electronic Communications
***We will continue to develop the terms and conditions as NUVEQ. grows and develops.
NUVEQ reserves the right to change these terms and conditions at any time. Written notification will be given upon changes.
For further information please contact:
NUVEQ SDN BHD.
58, Jalan Mutiara Barat 6,
Taman Taynton, 56000
Kuala Lumpur, Malaysia.
Phone: +603 9131 0918
Terms and conditions updated May 23rd 2022.
 The ethernet connection only applies to the NUVEQ controller.
 The master administrator is in control of an entire space including users, groups and locks.
 Exceptions to the hardware warranty: the warranty is not extended to the CR2477 3V lithium cell battery inside of the battery-operated wireless reader. The client is responsible for changing the battery every 4 to 6 months, depending on usage.
 In a situation when an access point is NUVEQ-enabled from the mobile app BUT not operational with a NUVEQ Reader, this is considered a potential malfunction on the NUVEQ Reader hardware. This will not be considered an instance of incomplete installation. NUVEQ. will investigate and (if necessary) replace the Reader as necessary.
 This excludes any devices deemed to be damaged by any party other than NUVEQ