Warranty Policy

Warranty Policy

November 30, 2021 Review

Necessary and centralized information in case of need to use the Warranty Policy described here, by A Digiforte Tecnologia Ltda, CNPJ 16.464.755/0001-87, a Brazilian company, here called GUARANTEER. This Warranty Policy is subject to change without notice.

Products Covered in this Warranty Policy 

This Guarantee Policy is applicable to validated digital certificates, smart cards, tokens and smart card readers, provided by the GUARANTEER, in accordance with current Consumer Protection legislation.

About the Consumer Protection Code

The CDC – Consumer Protection Code – Law 8.078/90, available on the website http://www.planalto.gov.br/ccivil_03/leis/L8078.htm, was created with the aim of establishing relationship rules between companies and consumers. This legislation is one of the most complete and prepared to guarantee harmony and mutual respect in commercial treatment. This Warranty Policy was designed based on the CDC and commercial legislation.

90-day legal guarantee

The GUARANTEE guarantees the products mentioned here for a period of 90 (ninety) days against any manufacturing defect, as long as they are identified within the warranty period, as determined by article 26 of the Consumer Protection Code, counted from the date of acquisition of the product. product.

Only items that are proven to have defects or manufacturing defects are covered in this warranty, except in cases where the defect was caused by the incompetence of the person installing or handling the product delivered by the GUARANTEER.

The GUARANTEE will only provide any type of warranty service when the product is taken to one of the service points of the accredited network, being able to REFUSE and return the product, if another procedure is adopted.

Contractual Guarantee of over 90 days

This Contractual Guarantee is one that begins after the 90 days of the Legal Guarantee, guaranteeing the customer the continuity of the guarantee and technical service of the product for the period plus another 90 days, totaling 180 days of guarantee.

By accepting the contractual guarantee, the consumer waives any claim after 180 (one hundred and eighty) days.

The warranty only covers manufacturing defects, exempting the GUARANTEE from any malpractice, imprudence, or misuse of the product by the User.

For more information about the warranty policy, support services, and clarification of doubts and other matters, use the support or chat area on our website.

Smart Card and Token

Smart cards and tokens are responsible for generating cryptographic keys, storing and managing the digital certificate validated by the GUARANTEER, protecting it against misuse. These devices are protected by passwords:

–       PIN – this password will be requested whenever the digital certificate is used by its respective holder;

–       PUK (or Administrator PIN) – this administration password is responsible for unlocking the PIN password and will be requested when registering a new PIN password,

– The PIN and PUK passwords are the sole and exclusive knowledge of the digital certificate holder.

A GUARANTEER DOES NOT KEEP A COPY OR RECOVERY METHOD OF PIN and PUK PASSWORDS. If the card or token PIN password is forgotten or entered incorrectly for more than 3 consecutive times, it will be blocked and, only the PUK password can unlock it. If the PUK password is forgotten and entered incorrectly for more than 3 consecutive times, your card or token will be permanently blocked and the digital certificate as well as the device (card or token) will be rendered unusable.

CERTIFICATE AND CARD/TOKEN REPLACEMENTS ARE NOT COVERED UNDER THE CONDITIONS OF THE WARRANTY POLICY.

When a manufacturing defect in cards and cryptographic tokens is detected by the technical support area, during the warranty period, the said device will be exchanged, in addition to replacing the digital certificate.

If technical support identifies that the card has been blocked due to incorrect insertion of PIN or PUK passwords, malfunctions resulting from insufficient or lack of electrical power supply, perforations, apparent damage to the cryptographic chip, imprudence or incompetence in the use and handling of the card/token and damage caused by natural phenomena, loss, theft or misplacement of the card/token, the issuance of a new digital certificate and the provision of a new card/token will be charged and are subject to scheduling the in-person validation procedure, in a service points within the GUARANTEE’s accredited network.

Smart Card Readers

If technical support identifies that the reader presented the defect alleged by the consumer, caused by malfunctions resulting from insufficient or lack of electricity supply, perforations, apparent damage to the cryptographic chip, imprudence or incompetence in the use and handling of the card/token and damages caused by natural phenomena, the issuance of a new digital certificate and the provision of a new card/token will be charged and are subject to scheduling the in-person validation procedure at one of the service points of the GUARANTEER's accredited network.

When a manufacturing defect in smart card readers is detected by the technical support area during the warranty period, the reader will be replaced.

Replacement of the Digital Certificate under Warranty

According to ITI standards, the issuance of an ICP-Brasil digital certificate requires validation in person or via videoconference, including those that have been replaced.

The replacement of the digital certificate, smart card or token will be carried out at no additional cost to the customer with the issuance of a new certificate and revocation of the previous certificate, requiring attendance at one of the service points to carry out the in-person validation procedure or scheduling a video conference, upon issuance of a purchase authorization and availability of scheduling at the chosen service point.

Digital certificates rendered unusable due to defects detected in media (Cryptographic Devices) and Smart Card Readers not purchased from the Certifier are not covered by the warranty policy. REPLACEMENT OF THESE DEVICES AND THEIR DIGITAL CERTIFICATE IS NOT COVERED BY THE VALID CERTIFICADORA WARRANTY POLICY.

The guarantee of ICP-Brasil Type A3 digital certificates (in hardware) will be subject to the guarantee conditions of smart cards and tokens.

The guarantee of ICP-Brasil Type A1 digital certificates (in software) begins on the date of completion of in-person validation that occurred within one of the service points of the GUARANTEER's accredited network, or on the date of completion of validation via videoconference.

Type A1 certificates are generated and stored on the respective holder's computer. To issue this digital certificate, it is necessary to register the Identification Password, which will be necessary for the installation process of said certificate. The Identification Password will also be used if it is necessary to revoke (cancel) the respective digital certificate within the validity period. The loss of this password makes it impossible to issue or revoke the digital certificate, as this (Identification Password) is the sole and exclusive knowledge of the holder. To revoke the digital certificate without the Identification Password, the holder of the digital certificate must attend a GUARANTEE service point, and must present an identification document valid throughout the national territory.

THE GUARANTEER DOES NOT KEEP A COPY OR RECOVERY METHOD OF THE PASSWORDS REGISTERED FOR GENERATION, USE and REVOKATION of the Digital Certificate. If, after the in-person validation process, the Identification Password, as well as the passwords to protect the CARD/TOKEN (PIN or PUK), are forgotten, REPLACEMENT OF THE CERTIFICATE and CARD/TOKEN IS NOT COVERED UNDER THE CONDITIONS OF THIS WARRANTY POLICY, THE GUARANTEE IS THUS EXEMPT FROM ANY LIABILITY THAT MAY IMPACT ON THE USE OF THE DEVICE FOR OTHER PURPOSES.

Once the type A1 certificate is issued on the consumer's computer, the GUARANTEER has no responsibility for its use and protection. If the computer is formatted, damaged, or replaced, the digital certificate will need to be installed again from a backup, provided and carried out by the consumer himself.

We recommend making a backup of the type A1 digital certificate (in software) and storing it in a safe location.

Issuance of the A1 type Digital Certificate (in software)

The process will be carried out by the consumer after the service provided by the registration agent and approval of the digital certificate request, where an email will be sent containing the steps necessary to install the digital certificate. This email will be sent within 24 business hours, business hours being understood as a working period on an elective weekday from 9:00 am to 5:30 pm.

It is essential that the computer and operating system user, used when requesting the certificate, are the same ones used for installing the certificate, that is, for recording the digital certificate, signed by the certifying authority on the computer where it is located. the key pair for the generated certificate junction. This process will be carried out by the consumer after the service provided by the registration agent and approval of the digital certificate request, where an email will be sent containing the steps necessary to install the digital certificate. This email will be sent within 24 working hours, business hours are understood as a working period on an elective weekday from 9:00 am to 6:00 pm.

After validation of the mandatory documents and at the end of the process of approval and signature of the holder's digital certificate by the Certification Authority, the digital certificate is transferred from the Certification Authority directly to the holder's computer, being attached to the corresponding key pair. To allow the beginning of this process, which includes the issuance of the digital certificate, the holder is previously asked to enter the TICKET, the IDENTIFICATION PASSWORD, in addition to being necessary to fill in the security code, generated by the certificate issuance system. The correct entry of the information above configures the test of the key pair and password generated by the consumer.

Once the holder's documents comply with the issuance standards for ICP-Brasil digital certificates and the face-to-face validation procedure has been completed, the process begins that allows the holder to issue the A1 digital certificate on their computer.

THE GUARANTEER DOES NOT KEEP A COPY OF THE DIGITAL CERTIFICATE ISSUED, IN ADDITION TO IT DOES NOT HAVE A COPY OR METHOD FOR RECOVERING THE IDENTIFICATION PASSWORD GENERATED DURING THE ORDER, if the certificate is not installed due to forgetting the identification password, REPLACEMENT OF THE CERTIFICATE IS NOT COVERED BY CONDITIONS WARRANTY POLICY.

FOR CERTIFICATES OF TYPE A1 (GENERATED AND ISSUED ON THE HOLDER'S COMPUTER) AND A3 (GENERATED AND ISSUED ON SMART CARDS OR TOKENS), IF THE COMPUTER ON WHICH THE ORDER WAS PLACED, IS FORMATTED, HAS SOFTWARE OR HARDWARE DEFECTS, IMPROPER USE, IF YOU HAVE PROBLEMS CAUSED BY MISUSE, ELECTRIC DISCHARGE, SHORT CIRCUIT AND/OR NATURAL DISASTERS THAT MAKE IT IMPOSSIBLE TO USE THEM WITH THE SAME CONDITIONS IN WHICH THE CERTIFICATE REQUEST WAS MADE, THE GUARANTEER RESERVES THE RIGHT NOT TO REPLACE THE REQUESTED DIGITAL CERTIFICATE, BECAUSE THESE CONDITIONS ARE NOT COVERED BY THE WARRANTY POLICY.

Limitation of Warranty and Liability

The only compensations attributed to the User in the event of a defect or interruption in the functioning of the product are defined in this Warranty Policy. THE WARRANTOR'S SOLE AND EXCLUSIVE LIABILITY FOR LOSSES AND DAMAGES OF ANY KIND IS LIMITED TO THE PRICE PAID FOR THE PRODUCT OR ITS REPAIR OR REPLACEMENT. This limitation of liability for losses and damages does not apply to property damage for which the GUARANTOR is legally and mandatorily held responsible.

The GUARANTEE provides the warranty only as defined in this Warranty Policy. THE WARRANTOR IS NOT RESPONSIBLE FOR THE CONSEQUENCES OF AN INTERRUPTION IN THE OPERATION OF THE PRODUCT OR THE CONSEQUENCES OF INADEQUATE OPERATION OF THE PRODUCT. IN NO EVENT SHALL THE GUARANTEE BE LIABLE FOR LOSS OF ANY KIND, LOST PROFITS OR DAMAGE OF ANY KIND, CAUSAL OR INCIDENTAL, EVEN IF IT HAS BEEN ADVISED OF THE POSSIBILITY OF THE SAME OCCURENCE.

THIS WARRANTY POLICY IS THE EXCLUSIVE SET OF WARRANTY TERMS. ANY OTHER EXPRESS OR IMPLIED WARRANTIES OR WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE EXCLUDED (EXCEPT IF SUCH EXPRESS WARRANTIES ARE REQUIRED BY APPLICABLE LAW). NO WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED, SHALL APPLY AFTER THE END OF THE WARRANTY PERIOD.

Refund and Returns

The customer may cancel the acquisition of the digital certificate within up to 7 (seven) days from its issuance. This implies reimbursement to the customer of any amounts paid, deducted; (i) the equivalent value of any unused or unreturned cryptographic devices; and (ii) expenses related to the visit(s) to issue the certificate, when applicable, as well as the immediate revocation of the digital certificate.

Refund for purchases made via credit card

The refund of the value of the product in question will be made through a request for a refund of the amounts to the credit card used for the purchase and will be made directly to the card administrator, which may occur in up to 2 (two) subsequent invoices in accordance with the credit refund policy. established by the credit card administrator.

Reimbursement of purchases made via bank slip

The refund of the value of the product in question will be made through Credit to the customer's current account within 30 (thirty) days, after receiving the request for refund of the values (if there is no pending issue in the data provided by the customer when formalizing the request reimbursement). If there are discrepancies and/or lack of information for the refund to be processed, this period will only begin after the necessary corrections have been made by the customer.

The refund process for Sicoop Banks, Cooperative Banks and State Banks (Ex. Banrisul) occurs through withdrawal in cash at the place where the digital certificate is issued and the return period will be established in accordance with the availability of withdrawal. of the value by the customer, which may, exceptionally, exceed the 30 days established above.

All returns will be made to the customer's current account whose details are specified on the purchase invoice. For more information or questions, visit our website.

Refund for purchases made through Pix

The refund of the value of the product in question will be made through Credit via PIX to the same customer's current account within 30 (thirty) days, after receiving the request for refund of the values (if there is no pending issue in the data provided by the customer at the time of formalization of the refund request). If there are discrepancies and/or lack of information for the refund to be processed, this period will only begin after the necessary corrections have been made by the customer.