Sterra

OVERVIEW
This website is operated by Sterra. Throughout the site, the terms “we”, “us” and “our” refer to Sterra. Sterra offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display the colours and images of our products that appear at the store as accurately as possible. However, we cannot guarantee that your computer monitor's display of any colour will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time without notice. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the service will be corrected.

How to purchase Sterra products?

You can view and purchase our entire product selection by clicking this link: https://sterra.sg/collections/all-products. We offer free shipping and installation within 6 months from the purchase date. 

What payment options are available and does Sterra offer installment plans?

Sterra accepts the following payment methods and installment payment plans:

• Credit or Debit Card
• 3/6/9/12-month 0% Interest Installments via Atome
• 4/8/12-month 0% Interest Installments via PayLater by Grab
• [For offline purchases] Up to 24-month 0% Interest via DBS and POSB

Where to try out for free and purchase Sterra products in person? 

You can visit our Sterra showroom and offline locations to try out for free and purchase Sterra products in person. 

Check the Sterra Experience location near you → https://sterra.sg/pages/visit-us 

How to schedule an appointment and which products are available to try out in each Sterra Experience location?

Here are the Sterra products available to try out in each Sterra Experience location. You can schedule an appointment using the links provided below. Once you book an appointment, you'll receive an email confirmation and reminder email.

Flagship Store (UB One) 

• Book an appointment: https://calendly.com/sterra-ub1/appointment 
• Store Hours: 9:30 AM to 7:30 PM
• Products available to try out: All Sterra products

Jurong Point 

• Book an appointment: https://calendly.com/sterra-jpt/appointment 
• Store Hours: 11:30 AM to 8:30 PM
• Products available to try out: 
• Water Purifiers - Sterra 7™ & Sterra Y™
• Air Purifiers - Sterra Breeze™ (Ion and UV), Sterra Moon™ (Ion and UV), Sterra Mars™, Sterra Nova™, Sterra Breeze Pro™ & Sterra Paws™
• Dehumidifiers - Sterra Sun™, Sterra Ray™ & Sterra Titan™
• Massage Chairs - Sterra Galaxy™ and Sterra Starlight Plus™
• Vacuums - Sterra Flow™, Sterra Flow Pro™ & Sterra Beam™

Causeway Point 

• Book an appointment: https://calendly.com/sterra-cwp/appointment 
• Store Hours: 11:30 AM to 8:30 PM
• Products available to try out: 
• Water Purifiers - Sterra 7™ & Sterra X™
• Air Purifiers - Sterra Breeze™ (Ion and UV), Sterra Moon™ (Ion and UV), Sterra Mars™, Sterra Nova™, Sterra Breeze Pro™ & Sterra Paws™
• Dehumidifiers - Sterra Sun™, Sterra Ray™ & Sterra Titan™
• Massage Chairs - Sterra Galaxy™ and Sterra Starlight Plus™
• Vacuums - Sterra Flow™, Sterra Flow Pro™ & Sterra Beam™

NEX Mall 

• Book an appointment: https://calendly.com/sterra-nex/appointment 
• Store Hours: 11:30 AM to 8:30 PM
• Products available to try out: 
• Water Purifiers - Sterra 7™ & Sterra Y™
• Air Purifiers - Sterra Breeze™ (Ion and UV), Sterra Moon™ (Ion and UV), Sterra Mars™, Sterra Nova™, Sterra Breeze Pro™ & Sterra Paws™
• Dehumidifiers - Sterra Sun™, Sterra Ray™ & Sterra Titan™
• Massage Chairs - Sterra Galaxy™, Sterra Starlight Plus™ & Sterra Sky™
• Vacuums - Sterra Flow™, Sterra Flow Pro™ & Sterra Beam™

Tampines Mall 

• Book an appointment: https://calendly.com/sterra-tml/appointment
• Store Hours: 11:30 AM to 8:30 PM
• Products available to try out: 
• Water Purifiers - Sterra 7™, Sterra X™ & Sterra Y™
• Air Purifiers - Sterra Breeze™ (Ion and UV), Sterra Moon™ (Ion and UV), Sterra Mars™, Sterra Nova™, Sterra Breeze Pro™ & Sterra Paws™
• Dehumidifiers - Sterra Sun™, Sterra Ray™ & Sterra Titan™
• Massage Chairs - Sterra Galaxy™, Sterra Starlight Plus™ & Sterra Sky™
• Vacuums - Sterra Flow™, Sterra Flow Pro™ & Sterra Beam™

What to expect during your free Sterra Experience appointment?

During your free Sterra Experience appointment, our product specialists will listen to your needs and answer your questions, so that we can cater to your home, health, and budget.

Here's what you can expect during your Sterra Experience:

• Hot tea with Sterra purified water (and a snack!)
• 15-minute massage with Sterra massage chairs (availability is dependent on location)
• Clean air space with Sterra air purifiers
• Product and competitor expertise
• Best and most current promotions
• Dedicated time with a Sterra product specialist
• And more!

How to cancel or reschedule your Sterra Experience appointment?

You can cancel or reschedule your appointment by checking your email inbox for the appointment confirmation email. Within this email, you'll find a link to cancel or reschedule your appointment. 

Please email us at support@sterra.sg if you have a need to rebook within 24 hours of your appointment. 

How to trade in your old product for a new Sterra product?

Sterra 7™ Tankless Water Purifier

You can trade in your old water purifier of any brand for a new Sterra 7™ Korean Tankless Hot and Cold Water Purifier.

Just get in touch with Sterra customer service by sending a WhatsApp message to +65 3165 0198 or visit our stores to get the trade-in discount code.

Sterra Premium Full Body Massage Chair

You can trade in your old massage chair of any brand for a new Sterra Galaxy™, Sterra Sky™, or Sterra Starlight Plus™ Premium Massage Chair.

Just get in touch with Sterra customer service by sending a WhatsApp message to +65 3165 0198 or visit our stores to get the trade-in discount code.

What You'll Also Get:

• Sterra will pick up your old water purifier or massage chair for free.
• You can choose the colour you like best for trade in.
• You can try out Sterra products first for free in person. 

What bundle deals does Sterra offer?

Enjoy comprehensive solutions that cover all aspects of your home wellness needs—from clean water to clean air and restful sleep—while you save money.

Save more when you buy more (a set of 2 or 3 in one purchase). 

Sterra Referral Programme

We offer a referral bonus to both referrer and referee for Sterra 7™ and selected Sterra Premium Massage Chairs.

• Both the referrer and referee should have received and used the product purchased for more than 20 days.
• Referral bonus applies to selected products only.
• Payments are strictly to be made via bank transfer to both the referrer and the referee.
• Referral bonuses are non-stackable with other promotions and discounts.
• There is no limitation to the number of customers a referrer can refer to.
• Referral bonuses are dependent on the product that a referee purchased.
• Referee's cash bonus is capped/non-stackable. This means that if your referee buys multiple Sterra products, the cash bonus will be based on the product with the highest amount of cash bonus.

If these conditions are met, please fill in this form https://tinyurl.com/sterrasgreferral.

Referral Programme Cash Bonus

Sterra 7™

• Referrer: $100 cash bonus
• Referee: $50 cash bonus

Sterra Galaxy™, Sky™ & Starlight Plus™

• Referrer: $75 cash bonus
• Referee: $75 cash bonus

Which countries are Sterra products available in?

Sterra products are available in Singapore, Malaysia, and the United States of America. Our product offering may change depending on the location.

Sterra Singapore

• All Sterra products

Sterra Malaysia

• Air Purifiers - Sterra Breeze™, Sterra Moon™ and Sterra Mars™

Sterra Tech USA

• Air Purifiers - Sterra Moon™, Sterra Nova™, Sterra Paws™ and Sterra Galaxy™

Sterra Australia

• Air Purifiers - Sterra Moon™

Sterra United Kingdom

• Air Purifiers - Sterra Moon™

SECTION 6 - DELIVERY AND INSTALLATION 

When to expect the delivery of your order?

Delivery of In-Stock Products

Sterra Air Purifiers, Dehumidifiers and Vacuums will be shipped with a third-party courier and delivered within 5 working days from the purchase date. You will be notified via email when your order leaves our warehouse.

For Sterra Water Purifiers, Massage Chairs, Mattresses and Bed Frames, please arrange a delivery day through the scheduling feature (Calendly) on your order confirmation page. You can find the link to this page in your order confirmation email.

Delivery of Out-of-Stock or Pre-Order Products

If your item is out of stock or if you purchased a pre-order item, please check the product page or click this link to check the expected in-stock date: https://support.sterra.sg/en-US/when-can-i-expect-the-delivery-of-my-pre-order-or-out-of-stock-(oos)-item-267645 

We will notify you via email or SMS once the item is in our warehouse so that we can arrange delivery.

Sterra Air Purifiers, Dehumidifiers and Vacuums will be automatically shipped with a third-party courier once your item has arrived in our warehouse. Courier shipments are generally delivered within 5 working days upon restocking of pre-order units. You will be notified via email or SMS when your order leaves our warehouse.

For Sterra Water Purifiers, Massage Chairs, Mattresses and Bed Frames, we will notify you via email to arrange a delivery day once your item has arrived in our warehouse.

Delivery of the Wellness Bundle

The entire bundle will be delivered to you on the same day. Please arrange a delivery day through the scheduling feature (Calendly) on your order confirmation page. You can find the link to this page in your order confirmation email.

Note: No partial cancellation of orders is allowed. For the full details, please refer to Section 8.

How to schedule the delivery and installation of your Sterra product?

To schedule the delivery and installation of your Sterra Water Purifier, Massage Chair, Mattress, and/or Bed Frame, please check the order confirmation page link in your order confirmation email. You can find the scheduling feature (Calendly) on the order confirmation page and book directly through our website.

Rescheduling the delivery and installation of your Sterra product and rescheduling fees

If you booked this appointment through our website on the order confirmation page (Calendly), the first rescheduling should be done at least 24 hours prior to the original appointment date. This incurs no fees.

Please send us an email through this form (https://support.sterra.sg/en-US/contact) with your order number and new preferred appointment date/time. 

However, if the first rescheduling is requested in less than 24 hours of the original appointment date or a subsequent rescheduling is requested, it will incur a rescheduling fee.

Installation of Sterra Water Purifiers, Massage Chairs, Mattresses, and Bed Frames

Sterra Water Purifiers

Most Sterra Water Purifier installations take 1 to 2 hours only. Here are the installation requirements and terms:

• Sterra 7 installations will require water inlet and outlet (5m) and electrical points (1.5m). For Sterra Y and Sterra X, the installations only require a water source.
• All installation procedures will be explained in detail by our technician at the beginning of the installation appointment. The installation will only commence upon approval from the customer.
• No obstructions can be present nearby the installation site.
• Company accepts no responsibility for the damages caused to any wall, pipeline, civil works, etc. during the course of installation.

Please note that Sterra is not liable for any damages that stem from the installation of Sterra Water Purifiers. The signature confirmation of a successful installation will be required from the customer prior to the end of the installation appointment. We are unable to provide remediation for any issues or damage reported after the installation appointment has been completed.

Please note that Sterra is not liable for any damage caused by our technicians for installations that were completed in non-ideal circumstances. Any non-ideal circumstances for installation will be noted and communicated to the customer prior to the installation attempt.

Sterra Massage Chairs, Mattresses, and Bed Frames

Here are the Sterra Massage Chair, Mattress, and Bed Frame delivery requirements and terms:

• Your white glove delivery (Massage Chairs/ Mattresses/ Bed Frames) will be scheduled in advance through the scheduling widget on your order confirmation page.
• Delivery slots are generally available 2 to 3 working days after the purchase date. Delivery hours are between 9 am to 7 pm from Monday to Saturday. 
• Our delivery team will contact you 1 hour before arriving.
• Your order will be delivered to your home and placed in the room of your choice. Additionally, we will install or assemble the item (if applicable) and remove all packaging materials.
• We ask that someone be available at the premise at the pre-agreed date. Please ensure that the delivery path and premises are free of any obstructions, including any existing furniture.
• If you need to make changes to the order's confirmed delivery schedule, please inform us at least 3 days in advance so that we can prepare accordingly. 
• Any last-minute changes (within 3 days of the confirmed date) will incur a $100 rescheduling fee   
• Delivery will only proceed if the delivery team deems it suitable to go ahead in a non-hazardous manner. If the lifting process is deemed hazardous (i.e. items prone to damage on narrow stairway, obstruction of passageway) and deemed unfeasible based on our assessment, we reserve the right to cancel the delivery and refund your order. 

Please note that Sterra is not liable for any damages that stem from the delivery of Sterra Massage Chairs, Mattresses or Bed Frames. The signature confirmation of a successful delivery will be required from the customer prior to the end of the delivery appointment. We are unable to provide remediation for any issues or damage reported after the delivery has been completed.

Please note that Sterra is not liable for any damage caused by our delivery providers for deliveries that were completed in non-ideal circumstances. Any non-ideal circumstances for delivery will be noted and communicated to the customer prior to the delivery attempt.

Want to relocate your Sterra Water Purifier? Here's how to arrange the relocation schedule and the relocation fee:

The first relocation of your Sterra Water Purifier is free within the warranty period. Subsequent relocations or relocations done outside warranty are subject to a fee. Please contact our team through this form: https://support.sterra.sg/en-US/contact. We will be in touch to assist in arranging the relocation.

How to put the delivery or installation of your order on hold and how long can this hold be?

For in-stock Sterra Air purifiers, Dehumidifiers, Vacuums, and accessory products (filters, pillows, etc.), delivery will occur within 3-5 working days. Pre-order items will ship according to the stated pre-order schedule. 

Orders for air purifiers, dehumidifiers, vacuums and accessory products cannot be put on hold. If an order hold is needed because the buyer is unable to receive the item,  one of the following options is available:

1. Provide an alternative delivery address to send the order within the following 3 to 5 working days.
2. Cancel the order and refund the amount paid. The customer can repurchase again when the parcel can be delivered.

For Sterra Water Purifiers, Massage Chairs, Mattresses, and Bed Frames, we encourage customers to book their delivery/ installation through the Calendly scheduling widget immediately. 

If the order needs to be placed on hold due to uncontrollable circumstances (the house is not ready, water pipes are not working, etc.), please contact our customer support team so that arrangements can be made to accommodate the hold request. 

Please note that we are unable to hold orders for longer than 6 months from the original purchase date.

Is it possible to schedule an installation or repair appointment after 5:00 PM?

Installations

Yes, you can book an afternoon/evening appointment for installation and our service technicians are available during the following hours on certain days:

• Water Purifier Installations - 9 am to 7:30 pm
• Massage Chair, Bed Frame and Mattress Installations - 9 am to 7 pm

Repairs

Any Sterra product repairs are available from 9 am to 6 pm.

Reminder: For condominium residents, please check your building's policies to ensure that our technicians are able to complete work after 5 PM. Condos often have strict policies that prohibit renovation or repair work from starting after 5 PM. 

Sterra is not responsible for missed repairs or installation appointments that are caused by building policies.

What to do when your tracking number states that your order has been delivered but you can’t find it?

Couriers can accidentally mark a package as delivered, but deliver the package within 24 hours. If it has been more than 24 hours since the item was marked as delivered and you’re unable to locate the item, please use our Report Order Issue widget and our team will prioritise your email.

How to send a request through our Report Order Issue widget:

1. Please use your order email or phone number to sign-in through this link: https://support.sterra.sg/en-US/ssp/login. Enter the verification code sent to your email or phone number.
2. Select the relevant order and click the "Report Issue" button.
3. Select the option "I'm past my expected delivery date." A request will be sent automatically to our team and your email inbox.
4. Our team will prioritise your email and respond.

Does Sterra deliver orders to a walk-up unit? What if staircase usage is required for the delivery?

Sterra is able to deliver your item by using the staircase. 

Does Sterra offer disposal services?

Sterra offers disposal services for Sterra Mattress, Sterra Massage Chair, and Sterra Bed Frame purchases and/or trade in. The disposal fee is $50 and the disposal can be arranged by emailing our team through this form: https://support.sterra.sg/en-US/contact.

SECTION 7 - PRODUCT WARRANTY TERMS AND CONDITIONS

Your new Sterra product is warrantied against manufacturer defects within the warranty validity period as stipulated below.

Manufacturer Warranty Coverage Period

The manufacturer warranty coverage period starts from the date the product gets delivered to you.

Warranty Terms & Conditions

1. This warranty only covers products purchased from Sterra Singapore and Sterra Singapore's authorised retailers in Singapore.
2. All accessories that bundle with the main product are not covered under this warranty.
3. Original customer's information (name, contact, address, order number) will be required for the warranty verification.
4. Customers are required to contact Sterra customer service representative directly for warranty claim.
5. All units come with a manufacturer warranty that begins on the date of delivery and/or installation.
6. Any alteration to or extension of the terms to this warranty by any party other than Sterra Tech Pte. Ltd. ('Sterra Singapore') will not affect or change the existing warranty period.
7. Any modification to the product and/or usage of filters, accessories and/or parts that are not provided or approved by Sterra for use with the product will render the existing warranty period invalid.
8. Sterra Singapore reserves the right to charge reasonable fee for service requests that are not covered within this warranty policy.
9. Sterra Singapore reserves the right to reject or decline to provide service for products that are out of warranty, or where the product is obsolete and no longer serviceable or replaceable for any reason.
10. Any replaced product or spare parts that have been replaced shall become the absolute property of Sterra Singapore and must be returned.
11. The warranty does not cover any consequential losses and damages caused directly or indirectly by the products and Sterra Singapore's liability under this warranty is limited to the repair and/or replacement of defective products.
12. The warranty for vacuums only covers the specific components or parts that have spoilt during the warranty period.
13. Sterra Singapore reserves the right to impose additional charges or may refuse to attend to any products installed in locations which are inaccessible and/or hazardous to its repair service representatives.

Warranty Exclusions

1. Product serial number has been removed, erased or found to have been defaced, altered or tampered with. 
2. Products found to have been misused or with accessory installation (i.e. filter replacement) not following the Owner's Manual provided and required product specification. 
3. Products that the customers themselves or other service providers installed but should have been installed by Sterra representatives.
4. Normal wear and tear, corrosion, rust, stains, or cosmetic damage.
5. Loss, damage or compensation on any content or perishable product stored in any appliances found inoperative for any reasons.
6. Inaccurate electric power supply or faulty in-house circuit breaker board.
7. Inappropriate use of domestic appliances in commercial/ public environments, such as laundry shop, hotel/ hostel, health centre, restaurant, and others.
8. Damages, scratches, dents or missing parts that are found after delivery/installation. It is the customer's responsibility to check thoroughly for product defects before accepting the delivered goods.
9. Water filters, plastic containers, drawers, shelves, hose, trays and any other accessories (unless explicitly stated within the warranty policy).
10. Damages caused by accident, fire, flood or any natural disaster.
11. Periodic general cleaning, servicing and maintenance of product (unless explicitly stated and included within the warranty policy).

How to claim the warranty?

To claim your warranty, please email our customer support team at support@sterra.sg and include your order number.

Getting a Sterra Care Product Warranty Extension

Sterra Care is an additional warranty extension after the free manufacturer warranty expires. You can find the pricing and coverage period options for Sterra Care directly on each product listing or webpage. It’s a Sterra-exclusive service you can purchase as an add-on to extend your warranty period.

Sterra Care covers hardware/ software repairs and replacements for items that are deemed as faulty due to a manufacturing error. The warranty does not cover wear and tear, cosmetic damage, or accidental damage. The eligibility for a manufacturer warranty claim is at the sole discretion of the manufacturer and Sterra representative.

Notes:

• The Warranty Terms & Conditions and Warranty Exclusions from the previous section also apply to Sterra Care.
• The usage of non-Sterra filters to your Sterra Air or Water Purifier will void the manufacturer warranty and Sterra Care warranty.

How to purchase Sterra Care?

You can add Sterra Care to your order by selecting the Sterra Care option when you are on the online product webpage.

Alternatively, you can reach out to our team at support@sterra.sg to purchase additional Sterra Care warranty for an existing order or product.

Does the purchase of one Sterra Care Warranty service apply to all products in the order?

The purchase of a singular Sterra Care service only applies to one unit of one product in the order.

If there are additional units or products in the order, multiple units of Sterra Care must be purchased to provide warranty coverage for multiple units or products.

How to register your Sterra Care warranty?

There is no need to register your Sterra Care warranty as it will automatically be tied to your order number and email address. Your warranty is valid as soon as you purchase online or in-store.

Your warranty has already expired but your Sterra product needs repair? Here's what to do:

Even if the warranty period of the product has ended, Sterra can provide repair services for a fee. Please send a video or photo of the product issue to our customer support team.

Our team will assess the repair needed and inform you of the repair fee according to the issue. Once the fee is paid, we will create an appointment for a Sterra Service Technician to repair your item.

To request a repair with our team, please use our Report Order Issue widget and our team will prioritise your email. Full details can be found here.

Alternatively, you can send your order number and a video/ photo of your product issue to support@sterra.sg.

Free Manufacturer Warranty Extension Programme

Free Warranty Coverage Period

Sterra also offers a manufacturer warranty extension for free. Here are the additional coverage periods per product:

Here are the redemption terms and conditions:

1. Redeem within 30 days after the delivery and/or installation of the product.
2. Post one photo review for every Sterra product you receive to get the free 1-year warranty extension for each. Full details are found here: https://sterra.sg/pages/extended-warranty
3. The manufacturer warranty extension does not apply to accessory items (i.e. filter replacements, etc). 
4. The Warranty Terms & Conditions and Warranty Exclusions also apply to the Free Manufacturer Warranty Extension.
5. The free manufacturer warranty extension is non-transferable.
6. This is not applicable to B2B clients.

Limited Lifetime Warranty Extension Terms and Conditions

Sterra 7's Touch Panel and Machine Leakage

1. Lifetime warranty applies to machine defects only under normal use and maintenance. No intentional damage and such.
2. What is covered?

• Defects in the touch panel, including unresponsive or malfunctioning touch sensors.
• Defects in the electronic components associated with the touch panel.
• Manufacturing defects from the tank and internal tubings for machine leakage.

1. What is not covered?

• Normal wear and tear, including but not limited to minor scratches, smudges, or cosmetic imperfections that do not affect functionality of the touch panel.
• Normal wear and tear, including but not limited to minor drips that do not affect the overall functionality of the water purifier.
• Damage arising from external factors such as, but not limited to piping, faucet leaking, tubing leakage, nozzle and gasket issues.
• Damage caused by misuse, abuse, neglect, improper maintenance, or accidents.
• Damage caused by exposure to extreme conditions such as water immersion, excessive heat, moisture, or chemicals.
• Damage resulting from unauthorised repairs or modifications.
• Damage caused by electrical surges or lightning.
• Consequential or incidental damages.

Sterra Galaxy, Starlight and Starlight Plus' Backrest Cushion

1. Leather replacement is applicable to the backrest cushion only.
2. Customers can only replace this two times over the lifetime of each massage chair purchased. We will ship the replacement kit free of charge.
3. Cushion replacement should be the same colour as what the customer initially purchased.
4. What is covered?

• Defects in the stitching and assembly of the backrest cushion.

1. What is not covered?

• Normal wear and tear, including but not limited to discolouration, fading, or stretching.
• Damage caused by misuse, abuse, neglect, improper maintenance, or accidents.
• Damage caused by exposure to extreme conditions such as direct sunlight, excessive heat, moisture, or chemicals.

Sterra Vacuum Warranty

This warranty covers only the vacuums bought through Sterra Singapore and Sterra Singapore's authorised retailers in Singapore. Sterra will not be liable for vacuums purchased through unofficial and/or unauthorised channels.

The warranty is non-transferable and applies to the original purchaser only. Additionally, this warranty is valid only if the vacuum is used in the country where it was sold.

Warranty Coverage

1 Year Manufacturer Warranty and Sterra Care Warranty Extension

During the Manufacturer Warranty & Sterra Care Warranty Extension period, Sterra will cover the following: 

• Manufacturer defects 
• All missing components, parts and/or materials at the time of delivery 
• All specific components or parts that have spoilt during the warranty period, but are subject to the below-mentioned exclusions

Free Warranty Extension

During the Free Warranty Extension period, Sterra will cover the following:

• Motor, but are subject to the below-mentioned exclusions

Warranty Exclusions

While we make sure our vacuums are of high quality and you’re happy with it, here are the things our warranty does not cover:

• Normal wear and tear, including parts that might wear out over time (e.g. batteries, filters, etc.).
• Corrosion, rust, stains, or cosmetic damage.
• Damages that result from not operating the vacuums as per the rating plate.
• Damages caused by not carrying out the recommended cleaning and maintenance.
• Damages from external sources including transit, weather, electrical outages or power surges.
• Failures caused by circumstances outside of Sterra’s control.
• Faults caused by:
• Negligent use, misuse, mishandling, abuse, neglect or careless operation of the vacuum;
• Use of the Sterra vacuum without following the Sterra Instruction Manual;
• Use of the Sterra vacuum for anything other than normal domestic household (e.g. rental and commercial uses) purposes in the country in which it was purchased;
• Use of parts not assembled/installed following the instructions of Sterra.
• Use of parts and accessories which are not Sterra Original and Genuine Components;
• Faulty assembly or installation (except where carried out by Sterra) and;
• Repairs or alterations carried out by parties other than Sterra or its authorised technicians.

Terms and Conditions

Here are the terms and conditions of the Sterra Vacuum Warranty:

• The warranty coverage period becomes effective at the date of purchase or the delivery date, whichever is later.
• The Free Warranty Extension will only become effective after the expiration of both the Manufacturer Warranty and Sterra Care Warranty Extension (even if you redeemed the free warranty extension first before Sterra Care).
• All work is to be carried out by Sterra or its authorised technicians.
• Any parts and components that Sterra replaces will become Sterra’s property.
• The repair and replacement of your vacuum under the warranty will not extend the warranty coverage period.
• After inspecting your vacuum, if it's deemed as defective due to misuse or normal wear and tear instead of manufacturing defects, the cost of replacement parts and material components, with all labour charges and transportation costs (if any), is to be covered by the customer.
• The cost of replacement parts and material components, with all labour charges and transportation costs (if any) is to be covered by the customer should there be manufacturing defects detected after the warranty period.

SECTION 8 - RETURNS AND REFUNDS

Sterra Product Return Policy

We make sure our products are of high quality and you’re happy with it. 

But if you’re not 100% satisfied with your Sterra product for any reason, we are happy to offer a return for a refund or 1-1 exchange within 15 days from the delivery or installation date.

Please submit your return request (instructions below) within 15 days of the installation date or delivery date (as indicated by the tracking number). 

For Sterra Mattress purchases, this return period is extended to 100 days from the delivery date. 

What is the return policy for the Wellness Bundle?

1. You can return the whole bundle within 15 days from the delivery date, no questions asked. You’ll get your money back and we’ll pick up all Sterra products in the bundle at no cost.

However, it applies to the entire bundle—not the individual products. This means you can’t return only one or a few products from the bundle.

2. For the Sterra mattress in the bundle, the return period is also within 15 days. The extended 100-day return period does not apply unless it's a standalone purchase.

3. The whole bundle is to be delivered on the same date. But if you choose a later or different date for the delivery or installation of the mattress and/or water purifier, the 15-day return policy would start from the earliest delivery date.

Here’s how to send a return request through our Report Order Issue widget

1. Please use your order email or phone number to sign-in through this link: https://support.sterra.sg/en-US/ssp/login. Enter the verification code sent to your email or phone number.
2. Select the relevant order and click the "Report Issue" button.
3. Select the option "I'd like to cancel my order." A request will be sent automatically to our team and your email inbox.
4. Please respond to this email to let us know your reason for cancellation.
5. Our team will prioritise your email and respond.

How long do refunds take to process?

We will authorise the refund for the original product price (less discounts and original shipping) within 5 business days of receiving the return item. 

And once confirmed and processed by our team, a refund will show up on your bank statement within the next 5 to 10 business days.

How to cancel an order if you placed one by mistake?

We are unable to guarantee the cancellation of your order if it has already left our warehouse. However, you can use our Report Order Issue widget and our team will prioritise your email.

Here’s how to send a cancellation request through our Report Order Issue widget

1. Please use your order email or phone number to sign-in through this link: https://support.sterra.sg/en-US/ssp/login. Enter the verification code sent to your email or phone number.
2. Select the relevant order and click the "Report Issue" button.
3. Select the option "I'd like to cancel my order." A request will be sent automatically to our team and your email inbox.
4. Please respond to this email to let us know your reason for cancellation.
5. Our team will prioritise your email and respond.

Need to make changes to your order information or purchased products?

We are unable to guarantee that we can make edits to your order if it has already left our warehouse. However, you can use our Report Order Issue widget and our team will prioritise your email.

Here’s how to send an order change request through our Report Order Issue widget:

1. Please use your order email or phone number to sign-in through this link: https://support.sterra.sg/en-US/ssp/login. Enter the verification code sent to your email or phone number.
2. Select the relevant order and click the "Report Issue" button.
3. Select the option "I'd like to edit my order." A request will be sent automatically to our team and your email inbox.
4. Please respond to this email to let us know what edits you need to make for your order.
5. Our team will prioritise your email and respond.

SECTION 9 - REPAIR AND REPLACEMENT

Sterra Product Repair

All repair work will be carried out with no further charges within 1 year from the date of installation except for wear and tear.

The operation team will assess and determine repair work prior to the visit to know if it should be carried out on-site or off-site. 

How to send a repair request through our Report Order Issue widget

1. Please use your order email or phone number to sign in through this link: https://support.sterra.sg/en-US/ssp/login. Enter the verification code sent to your email or phone number.
2. Select the relevant order and click the "Report Issue" button.
3. Select the option "The items in y order are defective." A request will be sent automatically to our team and your email inbox.
4. Please respond to the email in your inbox with the details of the issue together with a picture/ video.
5. Our team will prioritise your email and respond.

Sterra Product Troubleshooting Guidelines

Please refer to the product's manual for the troubleshooting guidelines.

Sterra Product Replacement (1-to-1 exchange)

All 1-to-1 exchanges are only applicable for the below circumstances:

1. When the customer finds any defects within 15 days from the date of delivery or installation.
2. When the repair has been assessed and determined it is not repairable at the moment (applies only if the product is still within the warranty period).

SECTION 10 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 11 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 12 - THIRD-PARTY LINKS
Certain content, products and services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 13 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 14 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 15 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 16 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 17 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Sterra, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 18 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Sterra and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 19 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 20 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 21 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 22 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Singapore.

SECTION 23 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 24 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at hello@sterra.sg.

SECTION 25 - SMS/MMS MOBILE MESSAGE MARKETING PROGRAM TERMS AND CONDITIONS

Sterra (hereinafter, “We,” “Us,” “Our”) is offering a mobile messaging program (the “Program”), which you agree to use and participate in subject to these Mobile Messaging Terms and Conditions and Privacy Policy (the “Agreement”). 

By opting in to or participating in any of our Programs, you accept and agree to these terms and conditions, including, without limitation, your agreement to resolve any disputes with us through binding, individual-only arbitration, as detailed in the “Dispute Resolution” section below. 

This Agreement is limited to the Program and is not intended to modify other Terms and Conditions or Privacy Policy that may govern the relationship between you and Us in other contexts.

1. User Opt In

The Program allows Users to receive SMS/MMS mobile messages by affirmatively opting into the Program, such as through online or application-based enrollment forms. Regardless of the opt-in method you used to join the Program, you agree that this Agreement applies to your participation in the Program. By participating in the Program, you agree to receive auto-dialed or pre-recorded marketing mobile messages at the phone number associated with your opt-in, and you understand that consent is not required to make any purchase from Us. While you consent to receive messages sent using an auto-dialer, the foregoing shall not be interpreted to suggest or imply that any or all of Our mobile messages are sent using an automatic dialing system (or ATDS). Message and data rates may apply. Message frequency varies.

2. User Opt Out

If you do not wish to continue participating in the Program or no longer agree to this Agreement, you agree to reply STOP, END, CANCEL, UNSUBSCRIBE, or QUIT to any mobile message from Us in order to opt out of the Program. You may receive an additional mobile message confirming your decision to opt out. You understand and agree that the foregoing options are the only reasonable methods of opting out. You acknowledge that our text message platform may not recognise and respond to unsubscribe requests that alter, change, or modify the STOP, END, CANCEL, UNSUBSCRIBE or QUIT keyword commands, such as the use of different spellings or the addition of other words or phrases to the command, and agree that Sterra and its service providers will have no liability for failing to honour such requests. You also understand and agree that any other method of opting out, including, but not limited to, texting words other than those set forth above or verbally requesting one of our employees to remove you from our list, is not a reasonable means of opting out.

3. Program Description

Without limiting the scope of the Program, users that opt into the Program can expect to receive text messages concerning the marketing, promotion, payment, delivery, and sale of our home goods and their installation. Messages may include checkout reminders.

4. Cost and Frequency

Message and data rates may apply. You agree to receive messages periodically at Our discretion. Daily, weekly, and monthly message frequency will vary. The Program involves recurring mobile messages, and additional mobile messages may be sent periodically based on your interaction with Us.

5. Support Instructions

For support regarding the Program, text “HELP” to the number you received messages from or email us at hello@sterra.sg. Please note that the use of this email address is not an acceptable method of opting out of the program. Opt outs must be submitted in accordance with the procedures set forth above.

6. MMS Disclosure

The Program will send SMS TMs (terminating messages) if your mobile device does not support MMS messaging.

7. Our Disclaimer of Warranty

The Program is offered on an "as-is" basis and may not be available in all areas at all times and may not continue to work in the event of product, software, coverage, or other changes made by your wireless carrier. We will not be liable for any delays or failures in the receipt of any mobile messages connected with this Program. Delivery of mobile messages is subject to effective transmission from your wireless service provider/network operator and is outside of Our control. Carriers are not liable for delayed or undelivered mobile messages.

8. Participant Requirements

You must have a wireless device of your own, capable of two-way messaging, be using a participating wireless carrier, and be a wireless service subscriber with a text messaging service. Not all cellular phone providers carry the necessary service to participate. Check your phone capabilities for specific text-messaging instructions.

9. Age Restriction

You may not use or engage with the Platform if you are under thirteen (13) years of age. If you use or engage with the Platform and are between the ages of thirteen (13) and eighteen (18) years of age, you must have your parent’s or legal guardian’s permission to do so. By using or engaging with the Platform, you acknowledge and agree that you are not under the age of thirteen (13) years, are between the ages of thirteen (13) and eighteen (18), and have your parent’s or legal guardian’s permission to use or engage with the Platform, or are of an adult age in your jurisdiction. By using or engaging with the Platform, you also acknowledge and agree that you are permitted by your jurisdiction’s Applicable Law to use and/or engage with the Platform.

10. Prohibited Content

You acknowledge and agree to not send any prohibited content over the Platform. Prohibited content includes: 

- Any fraudulent, libellous, defamatory, scandalous, threatening, harassing, or stalking activity; 

- Objectionable content, including profanity, obscenity, lasciviousness, violence, bigotry, hatred, and discrimination on the basis of race, sex, religion, nationality, disability, sexual orientation, or age; 

- Pirated computer programs, viruses, worms, Trojan horses, or other harmful code; 

- Any product, service, or promotion that is unlawful where such product, service, or promotion thereof is received; 

- Any content that implicates and/or references personal health information that is protected by the Health Insurance Portability and Accountability Act (“HIPAA”) or the Health Information Technology for Economic and Clinical Health Act (“HITEC” Act); and 

- Any other content that is prohibited by Applicable Law in the jurisdiction from which the message is sent.

11. Dispute Resolution

In the event that there is a dispute, claim, or controversy between you and Us, or between you and Yotpo SMSBump or any other third-party service provider acting on Our behalf to transmit the mobile messages within the scope of the Program, arising out of or relating to federal or state statutory claims, common law claims, this Agreement or the breach, termination, enforcement, interpretation or validity thereof, including the determination of the scope or applicability of this agreement to arbitrate, such dispute, claim, or controversy will be, to the fullest extent permitted by law, determined by arbitration in Singapore, before one arbitrator. 

The parties agree to submit the dispute to binding arbitration in accordance with the Commercial Arbitration Rules of the American Arbitration Association (“AAA”) then in effect. Except as otherwise provided herein, the arbitrator shall apply the substantive laws of the Federal Judicial Circuit in which Sterra’s principle place of business is located, without regard to its conflict of laws rules. 

Within ten (10) calendar days after the arbitration demand is served upon a party, the parties must jointly select an arbitrator with at least five years’ experience in that capacity and who has knowledge of and experience with the subject matter of the dispute. If the parties do not agree on an arbitrator within ten (10) calendar days, a party may petition the AAA to appoint an arbitrator, who must satisfy the same experience requirement. 

In the event of a dispute, the arbitrator shall decide the enforceability and interpretation of this arbitration agreement in accordance with the Federal Arbitration Act (“FAA”). The parties also agree that the AAA’s rules governing Emergency Measures of Protection shall apply in lieu of seeking emergency injunctive relief from a court. The decision of the arbitrator shall be final and binding, and no party shall have rights of appeal except for those provided in section 10 of the FAA. 

Each party shall bear its share of the fees paid for the arbitrator and the administration of the arbitration; however, the arbitrator shall have the power to order one party to pay all or any portion of such fees as part of a well-reasoned decision. The parties agree that the arbitrator shall have the authority to award attorneys’ fees only to the extent expressly authorised by statute or contract. The arbitrator shall have no authority to award punitive damages and each party hereby waives any right to seek or recover punitive damages with respect to any dispute resolved by arbitration. 

THE PARTIES AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN AN INDIVIDUAL CAPACITY VIA ARBITRATION AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE ARBITRATION PROCEEDING. 

Further, unless both parties agree otherwise in a signed writing, the arbitrator may not consolidate more than one person’s claims, and may not otherwise preside over any form of a representative or class proceeding. Except as may be required by law, neither a party nor the arbitrator may disclose the existence, content, or results of any arbitration without the prior written consent of both parties, unless to protect or pursue a legal right. 

If any term or provision of this Section is invalid, illegal, or unenforceable in any jurisdiction, such invalidity, illegality, or unenforceability shall not affect any other term or provision of this Section or invalidate or render unenforceable such term or provision in any other jurisdiction. If for any reason a dispute proceeds in court rather than in arbitration, the parties hereby waive any right to a jury trial. This arbitration provision shall survive any cancellation or termination of your agreement to participate in any of our Programs.