Sony Electronics Inc.’s Imaging “Enterprise PRO Support” services Terms and Conditions

Terms of Use:

ARBITRATION NOTICE: YOU AGREE THAT DISPUTES BETWEEN YOU AND SONY ELECTRONICS WILL BE RESOLVED BY BINDING, INDIVIDUAL ARBITRATION AND YOU WAIVE YOUR RIGHT TO PARTICIPATE IN A CLASS ACTION LAWSUIT OR CLASS-WIDE ARBITRATION. WE EXPLAIN SOME EXCEPTIONS AND HOW YOU CAN OPT OUT OF ARBITRATION BELOW.

(Collectively, “Terms and Conditions”.)

1. General Terms:
1. The Sony Imaging “Enterprise PRO Support Program” is available to organizations who:
   1. Have principal places of business within the 50 United States or the District of Columbia, and 
   2. Meet the terms of the related Sales Agreement.
2. Loaned Equipment (defined below) and repair services are available in the 50 United States and the District of Columbia only. 
3. All membership and participation in the Program is subject to Sony’s approval, in its sole discretion.
4. All information submitted to Sony must be truthful and accurate and meet all eligibility requirements required by Sony under these Terms and Conditions. In the event that Sony finds any submitted information to be untrue or inaccurate, Sony may, in its sole discretion, promptly terminate the Program with or without prior notice.
2. Sony Imaging “Enterprise PRO Support” Program Requirements:
1. Meet the terms of the Enterprise “Sales Agreement”.
2. Provide complete list of models, serial numbers, and proof of purchase/warranty dates
3. Pay applicable fees to enable program for one (1) year.
4. Appoint a dedicated program manager(s) that will be responsible for all correspondence with Sony PRO Support. 
3. Sony Imaging “Enterprise PRO Support” Program Benefits: Subject to these Terms and Conditions, includes the following:

Plans / Features & Benefits

Program Benefit	Enterprise SILVER	Enterprise GOLD
Repair Discount	30% Parts & Labor	30% Parts & Labor
Repair Service Processing Time	3 Business Days	3 Business Days
Annual Discounted Repairs	25 units	50 units
Annual Maintenance Service	10 units	10 units
Service Shipments	Free Return Shipping	Free Return Shipping
Annual On-Site Cleaning and Maintenance Visits	Request Quote	Request Quote
Additional On-Site Visits	Request Quote	Request Quote
Repair Coverage Loans	Yes	Yes
Dedicated Phone Support	Yes	Yes




4. Term of Program:
1. Upon payment of the Fee, the initial term of the Program will begin. The program fee and length of term will be determined and agreed upon with your account representative
2. The Term may be renewed for another term by contacting your Sony Representative
3. If the Term is not renewed before it ends, all eligible benefits under the related Sales Agreement are forfeited, void and no longer valid.




5. Program Fee: The Program Fee for the ENTERPRISE SILVER or ENTERPRISE GOLD plans will be determined and agreed upon with your account representative. 




6. Payment Method(s):
1. Organization must provide at least one Payment Method for their Fee.
2. Organization authorizes Sony to charge the Fee to the Payment Method.
3. If a payment is not successfully settled, due to expiration, insufficient funds, or otherwise, Sony may suspend Program until Sony has successfully charged a valid Payment Method.
4. For some Payment Methods, the issuer may charge Organization certain fees relating to the processing of the Payment Method. Organization should check with their Payment Method service provider for details.




7. Cancellation:
1. TO CANCEL: Contact JOINPROSUPPORT@AM.SONY.COM
2. Organization may cancel Program at any time during the Term. Program fees are non-refundable. Organization will retain access to the Program through the end of the then-current Program Term.
3. Upon cancellation of Program, Organization's Account will automatically close at the end of the current billing period (i.e., the Term). To see the end of the Organization’s Term, go to Organization’s Account.




8. No Refunds for Program:
1. PROGRAM FEES ARE NON-REFUNDABLE AND THERE ARE NO REFUNDS OR CREDITS FOR PARTIALLY USED PROGRAM TERMS.
2. Following any cancellation, Organization will continue to have access to the Program through the end of their then-current billing Term.




9. Account Information: Organization shall keep their Program account (“Account”) information up to date, including contact information (mailing address, email address, phone numbers, etc.) so that Organization will receive all benefits and communications that Sony or its Authorized Service providers may send to the Organization under the Program. If Organization does not keep their contact information current and accurate, the Organization acknowledges and agrees that neither Sony nor its Authorized Service providers are responsible or liable for benefits or communications that are not received by the Organization.




10. Modifications to the Program: Sony may change, revise, edit or otherwise modify the Program at any time, without prior notice, by posting updated Terms and Conditions on the Website, or by otherwise notifying Organization by email, mail, or other delivery means. Internet access is required to utilize the Program benefits.




11. Termination of Program: Failure to adhere to these Terms and Conditions or any other features of the Program may result in termination by Sony. In such event, Organization shall not be entitled to any refund of any remaining portion of the Fee.




12. Repair Facilitation Loan: Sony may approve loans to Organization Sony product to use as follows:
1. Sony products may be loaned to Organization who has Sony imaging solutions products in repair or maintenance services with a Sony Authorized Servicer.
2. The Repair Facilitation Loan is for two (2) weeks from the date of shipment, unless the duration of time that it takes for Sony or its Authorized Servicer to service the Organizations Sony product and return it to the Organization is in excess of that time period. Despite the foregoing sentence, Organization must promptly return the Repair Facilitation Loan upon Sony’s request.
3. Sony product loan requests are subject to Sony’s approval and the availability of inventory.
4. Loaned Equipment is loaned solely to the Organization for use in accordance with these Terms and Conditions and other instructions that may be provided by Sony.
5. Organization acknowledges and agrees that Sony retains all right, title and interest in the Loaned Equipment, which may not be sold, assigned, transferred, pledged, hypothecated, mortgaged or otherwise disposed of or encumbered.
6. Sony will ship the Loaned Equipment to the Organization’s address in their Account unless otherwise requested in the loan request and agreed by Sony.
7. Loan Equipment will only be shipped to physical addresses in the 50 United States or District of Columbia.
8. UPS or a similar carrier will deliver the Loaned Equipment and a prepaid shipping label will be included for the Organization to use to return the Loaned Equipment to Sony.
9. Organization is responsible to drop-off the Loaned Equipment with UPS or similar carrier for delivery back to Sony.
10. Despite any term to the contrary, Organization must promptly return the Loaned Equipment to Sony upon request.
11. Under no circumstances shall Organization perform any maintenance or repair on the Loaned Equipment. Organization shall promptly contact Sony in an event that maintenance or repair on the Loaned Equipment is necessary.




13. Loaned Equipment Insurance Coverage. Organization shall carry “all risk” insurance on all Loaned Equipment that has a retail value of USD $3,000 or more. Such insurance shall list Sony Electronics Inc. as an additional insured. In the event that Sony is not fully compensated for the value of the Loaned Equipment under the "all risk" insurance policy, Organization shall promptly pay Sony the difference to ensure that Sony is paid the retail value of the Loaned Equipment.




14. Failure to Return Loaned Equipment: In the event Organization fails to return to Sony the Loaned Equipment when due, returns damaged Loaned Equipment or does not timely return Loaned Equipment when requested by Sony, Sony may invoice the Organization for the Loaned Equipment retail value and Organization shall promptly pay such invoice within thirty (30) days of receipt without further demand or notice. Failure to return any Loaned Equipment, and/or timely pay such invoice may result in Sony suspending or terminating in the Program, and/or the seeking legal and/or equitable relief, in Sony’s sole discretion.




15. Repair and Maintenance of Sony Products:
1. In-Warranty and Out-of-Warranty Repair Service
1. In-Warranty repair service will be performed in accordance with the Limited Warranty packaged with the eligible Sony products listed in Exhibit A. These Terms and Conditions may confer greater benefits on you than the Limited Warranty for the eligible Sony products; however, these Terms and Conditions shall not be construed as a modification, extension or enhancement of that Limited Warranty under any circumstances.
2. For Out-of-Warranty repair service on eligible Sony products listed in Exhibit A, a repair estimate will be provided to Organization for their approval before any repairs are performed unless Organization pre-approved a specified dollar amount. Repair estimates will be provided via email or through the Organization Account profile portal on the Program Website. If Organization does not reply to the repair estimate within thirty (30) days of Sony's receipt of the product, the product will be returned to Organization unrepaired.
3. An eligible Sony product listed in Exhibit A that is submitted for warranty service without proof of warranty eligibility is not eligible for three (3) business day In-Warranty Turnaround Time (defined below). Service on such products will be treated as an Out-of-Warranty repair.


2. Repair Service.
1. Repair service can be obtained by calling 1-877-405-7669 or sending an email to ImagingProSupport@am.sony.com .
2. Should the repair require more than the pre-approved amount, an estimate of the repair will be emailed to Organization for approval before any work is performed. In these cases, In-Warranty Turnaround Time (defined below) begins on the date Organization approves the repair estimate (and not the original day of shipping). If Organization does not respond within thirty (30) days, the product will be returned to Organization unrepaired.


3. Repair Turnaround Time.
1. For In-Warranty repairs, Sony will repair the product that is deemed by Sony, in its reasonable discretion, to be covered by the Limited Warranty, and provide the repaired product to a shipping service by the third business day following warranty eligibility validation, subject to the terms below (“In-Warranty Turnaround Time”). Proof of purchase is required to establish In-Warranty repair service. Please note that In-Warranty Turnaround Time does not mean that Organization will receive their repaired product within three (3) business days. For Out-of-Warranty repairs, the three (3) business day period will run from the date of Sony's acceptance of Organization’s payment for the approved repair.
2. If more than three (3) pieces of Sony product are sent for repair at one time, In-Warranty Turnaround Time for all pieces may be longer than three (3) business days.
3. In-Warranty Turnaround Time is subject to availability of parts.
4. In the event that Sony cannot meet the three (3) day In-Warranty Turnaround Time, and the Organization has contracted Repair Loans as part of the benefits listed in the Benefits Matrix, Sony shall provide Organization with RFL Equipment at the Organization request, using equipment that is comparable, in Sony's discretion to the Organization equipment being repaired. Notwithstanding the preceding sentence, RFL Equipment is subject to availability.
5. If Sony does not, within the In-Warranty Turnaround Time (i) repair and provide the product to a shipping service, or (ii) provide Repair Facilitation Loan to a shipping service within the In-Warranty Turnaround Time, subject to the exclusions set forth herein, Organization sole and exclusive remedy will be the reimbursement of the Program Fee.
6. Delivery of Repair estimates are subject to shipping carrier delivery times and Authorized servicer repair depot hours of operation. Evaluation and diagnosis is guaranteed no more than 1-2 business days from delivery to Authorized servicer repair depot.


4. Shipment
1. Sony reserves the right to choose any carrier to ship Organization product to/from Sony or its Authorized Service providers; as well as the shipping service selected. All products sent to Sony should be packaged securely. Organization assumes all responsibility for products shipped to Sony including, without limitation, and liability for damage during shipping.
2. A correct street address within the 50 United States or District of Columbia must be supplied for return shipment. The default shipping service for in/from Sony or Authorized Service providers is ground or 2nd day. For out-of-warranty repairs, next day shipping service is available at a fee. The shipping is at no cost to Organization based on the default shipping services provided for the Program. Please note that next business day delivery may not be available in all areas.
3. All repairs will be returned signature-required, it is Organization responsibility to have someone available to receive returned product otherwise carrier may not deliver it.


5. Repair Discount. The thirty percent (30%) discount will be applied to Sony or its Authorized Service providers standard price of repair fees for any out of warranty repair for Sony products eligible for the Program; and performed by a Sony Factory or Authorized Service Center on Organization eligible product that is deemed by Sony, in its reasonable discretion, to be repairable.


6. Clean and Check Maintenance Service. For the following products, services shall include:

Camera:

• Clean and inspect sensor

• External cleaning of body and dials

• Validate and Clean Viewfinder

• Check/Clean Proximity Sensor

• Check/Clean Contact Pins

• Check/Clean MI Shoe

• Take image of lightbox to ensure clean sensor

• Check/update firmware (requires customer approval)

• Check general functionality of camera (buttons, dials, wheels, EVF, LCD, ports, etc. all function as expected)

• ASC will note if Eye Cup is missing

Lens:

• Clean front and rear elements

• Check/Clean filter treads as well as contact

• Clean external body of lens (barrel, zoom/focus rings, aperture ring)

• If Filter is attached, ASC will remove filter to perform test

• Take sample image and inspect quality

• Check/update firmware

• Check functionality of all buttons

• ASC will note missing cap/lens hood

• ASC will note any extra accessory that’s attached to unit

• ASC will not replace lens hood if it was not ship in with unit

Cinema Creative Pro:

• Clean and inspect sensor

• Confirm HDMI and SDI connections are functional

• External cleaning of body and dials

• Validate and Clean Viewfinder

• Check/Clean Contact Pins

• Check/Clean MI Shoe

• Check/update firmware (requires customer approval)

• Check general functionality of camera (buttons, dials, wheels, EVF, LCD, ports, etc. all function as expected)

• Verify if Eye Cup is missing




7. Additional Restrictions and Exemptions.
1. The Program benefits apply to Sony Alpha interchangeable lens cameras and lenses
2. The following products are not eligible for benefits under this Program:
1. Products that have been modified, other than by Sony Factory Service Center Technicians.
2. Refurbished products, unless such products have been refurbished by Sony.
3. Products sent in by a third-party or dealer.
4. Counterfeit Products.
5. Products that are not listed on the Program repair list on the Program Website.
3. Organization must provide a valid shipping address for the return of an eligible product within the 50 United States and the District of Columbia.
4. Priority Telephone Support: Sony will make available, via telephone, dedicated technical support to assist Organization with service and support issues. This service will be available 24 hours per day (excluding Sony observed holidays and periods where unavailability is due to circumstances beyond Sony's control). Sony agents do business in the Pacific time zone. Sony will not be liable in any way for unavailability of this service.




16. Disclaimer of Warranties and Limitations of Liability. Organization acknowledges and agrees that the Loaned Equipment is loaned to on an "AS IS" basis. THERE ARE NO WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, RELATING TO THE USE OR PERFORMANCE OF THE LOANED EQUIPMENT, AND ANY AND ALL SUCH WARRANTIES ARE EXPRESSLY DISCLAIMED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. SONY SHALL NOT BE LIABLE FOR ANY DAMAGES INCLUDING WITHOUT LIMITATION, PERSONAL INJURY, PROPERTY DAMAGE, LOST PROFIT OR OTHER DIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES, ARISING OUT OF THIS AGREEEMENT OR THE USE OR INABILITY TO USE THE LOANED EQUIPMENT.




17. Status of Parties. Organization acknowledges that Sony makes no warranties or representations of any kind with respect to the prospects for any business relationship between the parties as a result of this Agreement. Nothing in these Terms and Conditions shall be deemed to create a partnership, joint venture or relationship of employment between Organization and Sony.




18. General Terms.
1. These Terms and Conditions are governed by the State of Delaware and any dispute arising hereunder will be resolved in accordance with the laws of the State of Delaware without reference to its conflict of laws principles.
2. In the event any portion of These Terms and Conditions are held to be invalid or unenforceable by a court of competent jurisdiction, such term or condition (or part thereof) in the remaining provisions of these Terms and Conditions shall remain in full force and effect.
3. Organization and the associated benefits under the Program may not be assigned or otherwise transferred, and any attempted assignment or transfer shall be void.
4. Sony’s waiver of any breach or failure to enforce any of these Terms and Conditions of this Agreement at any time shall not in any way affect, limit or waive Sony’s right thereafter to enforce and compel strict compliance with every term and condition hereof.
5. In the event Sony is unable to carry out its material obligations under these Terms and Conditions by reason of strikes, riots, insurrection, fires, flood, storm, explosions, pandemic, endemic, acts of God, war, governmental action, labor and/or supply chain conditions, earthquakes, or any other causes that are beyond the reasonable control of Sony without its fault or negligence (a “Force Majeure” event), Sony will give Organization notice as soon as commercially practicable advising Organization of the Force Majeure event and the reasons for nonperformance pursuant to such event, and make all commercially reasonable efforts to resume performance as soon as possible. Notwithstanding the foregoing, if Sony is unable to resume performance within fifteen (15) calendar days after the Force Majeure event, Organization may promptly terminate their Program by providing written notice to Sony.
6. These Terms and Conditions, together with and any other document Sony designates from time to time as part of the Program, constitutes the entire agreement between the parties concerning the subject matter hereof and supersedes any and all prior and contemporaneous agreements or representations, written or oral, of the parties pertaining to such subject matter.




19. Dispute Resolution (Including Binding Arbitration).

READ THE FOLLOWING DISPUTE RESOLUTION/ARBITRATION PROVISION CAREFULLY. IT DETAILS ORGANIZATION’S RIGHTS AND INSTRUCTIONS SHOULD A DISPUTE RELATED TO ORGANIZATION’S PROGRAM, ACCESS AND/OR USE OF THE PROGRAM.

“Dispute” is defined as any disagreement, cause of action, claim, controversy, or proceeding between Organization and Sony related to or arising out of the Program, access and/or use of the Program, or the terms of these Terms and Conditions. Dispute is to be given the broadest possible meaning that will be enforced.

Organization and Sony agree that all Disputes shall be resolved exclusively through binding arbitration. ORGANIZATION UNDERSTANDS AND ACKNOWLEDGES THAT BY AGREEING TO ARBITRATION, ORGANIZATION IS GIVING UP THE RIGHT TO LITIGATE (OR PARTICIPATE IN AS A PARTY OR CLASS MEMBER) ANY DISPUTES IN COURT. Organization also agrees that ANY DISPUTE RESOLUTION PROCEEDING WILL ONLY CONSIDER ORGANIZATION INDIVIDUAL CLAIMS, AND BOTH PARTIES AGREE NOT TO HAVE ANY DISPUTE HEARD AS A CLASS ACTION, REPRESENTATIVE ACTION, CONSOLIDATED ACTION, OR PRIVATE ATTORNEY GENERAL ACTION. Despite the above, Organization has the right to litigate any Dispute on an individual basis in small claims court or other similar court of limited jurisdiction, to the extent the amount at issue does not exceed $15,000, and as long as such court has proper jurisdiction and all other requirements (including amount in controversy) are satisfied.

If any part of this arbitration provision, other than waivers of class action rights, is deemed or found to be unenforceable for any reason, the remainder shall remain enforceable.

Arbitration Instructions. To begin Arbitration, either Organization or Sony must make a written demand to the other for arbitration. The Arbitration will take place before a single arbitrator. It will be administered in keeping with the Expedited Procedures of the Commercial Arbitration Rules, and the Supplementary Proceedings for Consumer-Related disputes when applicable (“Rules”) of the American Arbitration Association (“AAA”) in effect when the claim is filed. Organization may get a copy of AAA’s Rules by contacting AAA at (800) 778-7879 or visiting www.adr.org. The filing fees to begin and carry out arbitration will be shared between Organization and Sony, but in no event shall Organization fees ever exceed the amount allowable by the special rules for Consumers Disputes provided for by AAA, at which point Sony will cover all additional administrative fees and expenses. This does not prohibit the Arbitrator from giving the winning party their fees and expenses of the arbitration when appropriate pursuant to the Rules. Unless Organization and Sony agree differently, the arbitration will take place in the county and state where Organization lives, and applicable federal or state law shall govern the substance of any Dispute during the arbitration. However, the Federal Arbitration Act, 9 U.S.C. § 1, et seq., will govern the arbitration itself and not any state law on arbitration. If Organization purchases the Organization or product in the United States, but subsequently lives outside of the United States, arbitration will take place in the county in which Organization purchased the Organization or product. The Arbitrator’s decision will be binding and final, except for a limited right of appeal under the Federal Arbitration Act. The arbitrator may award declaratory or injunctive relief only to the extent necessary to provide relief warranted by that party’s individual claim, and any court with jurisdiction over the parties may enforce the arbitrator’s decision.

20. Exhibit A:

ALPHA BODIES

ILCE1

ILCE1M2

ILCE6400

ILCE7CM2

ILCE7CM2S

ILCE7CR

ILCE7M4

ILCE7RM3A

ILCE7RM4A

ILCE7RM5

ILCE9M3

ILME-FX3

ILMEFX30

ILMEFX30B

ALPHA LENSES
SEL100400GM	SEL18200LE	SEL28F20	SEL600F40GM
SEL100F28GM	SEL200600G	SEL300F28GM	SEL70200G
SEL1018	SEL2070G	SEL35F14Z	SEL70200GM
SEL11F18	SEL20F18G	SEL35F18	SEL70200GM2
SEL1224G	SEL20TC	SEL35F18F	SEL70300G
SEL135F18GM	SEL24105G	SEL400F28GM	SEL70350G
SEL14F18GM	SEL24240	SEL40F25G	SEL85F14GM
SEL14TC	SEL2450G	SEL50F14GM	SEL85F14GM2
SEL15F14G	SEL2470GM	SEL50F14Z	SEL85F18
SEL1625G	SEL2470GM2	SEL50F18	SEL90M28G
SEL1635GM	SEL2470Z	SEL50F18/B	SELP1020G
SEL1635Z	SEL24F14GM	SEL50F18F	SELP1635G
SEL1655G	SEL24F18Z	SEL50F25G	SELP1650
SEL1670Z	SEL24F28G	SEL50M28	SELP16502
SEL16F28	SEL2860	SEL55210	SELP18110G
SEL18135	SEL2870	SEL55210/B	SELP18200
SEL18200	SEL2870GM	SEL55F18Z	SELP28135G

Creative PRO Bodies

ILME-FX6

ILX-LR1

PXW-FX9







Effective: November 25, 2024

Copyright 2024 Sony Electronics Inc.