Device malfunction
If a malfunction is covered, the device is repaired or replaced. Applicable warranty protection is checked first.
Hardware protection
StayProtect
Protection for the devices
your operation depends on.
Optional annual protection for eligible MasterMind devices. For covered malfunctions or accidental damage, we repair or replace the device, subject to confirmation and plan terms.
- Optional protection
- Your hardware works without StayProtect.
- Annual, per device
- Add protection to each eligible device you choose.
- Repair or replacement
- For covered malfunctions or accidental damage.
What it covers When a device malfunctions
When a device malfunctions
or gets damaged.
Accidental damage
StayProtect covers accidental physical breakage, including damage caused by guests or cleaning staff, subject to confirmation and plan terms.
Up to two covered StayProtect repair/replacement events per covered device per year.
Eligible hardware
Choose protection for eligible hardware.
StayProtect is added annually to each eligible device you choose.
- StayControl
- Main device
- StayEco Controller
- Controller only
- StayAlert
- Operational button
StayEco Room Sensors and PartyStop are not eligible.
Warranty and protection
Different protection. Separate offers.
| Offer | What it does | Commercial model |
|---|---|---|
| Standard warranty | Coverage under the applicable standard warranty. | Not specified here |
| Warranty Extension | Extends protection for manufacturing defects beyond standard warranty. It does not cover accidental damage or misuse. | One-time, per device |
| StayProtect | Annual protection for covered malfunctions and accidental damage on eligible devices, including accidental breakage caused by guests or cleaning staff, subject to terms. | Annual, per covered device |
Warranty applies first.
If the applicable standard warranty or an active Warranty Extension covers the failure, it is handled under warranty without using a StayProtect event. StayProtect can apply when an event falls outside applicable warranty coverage but is covered by the plan.
If something happens A clear route to
A clear route to
repair or replacement.
Contact support
Email support@mmindtech.com with the affected device and what happened.
We review and confirm
We may ask for details, photos or a functional check. Wait for our return confirmation before sending the device.
Send the device
After confirmation, send the device to MasterMind. You pay inbound shipping.
We inspect and resolve
We check applicable warranty first. If StayProtect applies, we decide whether to repair or replace the device. The repair or replacement is covered by MasterMind.
We send it back
MasterMind pays return shipping for an approved StayProtect repair or replacement.
A few practical details.
Eligibility, warranty and what happens when you need help.
Already installed? You can still add protection.
You can add StayProtect when buying an eligible device or later. An existing device must be working correctly, with no existing damage or known fault at activation. We may ask for a simple functional check before accepting enrollment.
Protection begins only after enrollment is accepted and the plan is activated.
What is not covered.
StayProtect does not cover theft, loss, pre-existing damage or fraudulent or abusive requests. It cannot be added after a known fault or damage to cover that event retroactively.
What does StayProtect cover?
StayProtect provides conditional repair or replacement for eligible device malfunction and accidental damage, including accidental breakage caused by guests or cleaning staff. Coverage is subject to confirmation and plan terms.
Which devices are eligible?
StayControl main devices, StayEco Controllers and StayAlert devices are eligible. StayEco Room Sensors and PartyStop are not. Eligibility does not automatically extend to accessories or other MasterMind products.
How is StayProtect different from Warranty Extension?
Warranty Extension is a separate one-time offer for manufacturing defects beyond standard warranty, not accidental damage or misuse. StayProtect is annual protection for eligible malfunction and accidental damage. Applicable standard warranty or an active Warranty Extension applies first and does not use a StayProtect event.
What should I do if a device breaks?
Contact support@mmindtech.com with details of the affected device and what happened. MasterMind reviews the request and confirms whether a return is needed. Do not ship the device before that confirmation.
Who pays shipping?
You pay shipping to MasterMind after return confirmation. For an approved StayProtect repair or replacement, MasterMind pays for the repair or replacement and return shipment.
How many covered events are included?
Up to two covered StayProtect repair/replacement events per covered device per year. Cases handled under applicable standard warranty or an active Warranty Extension do not consume that allowance.
Can I add StayProtect after buying my device?
Yes, for an eligible device that is working correctly and has no existing damage or known fault at activation. MasterMind may request reasonable functional verification. Protection begins only after enrollment is accepted and the plan is activated; it cannot cover an existing problem retroactively.
Will I receive a new device straight away?
MasterMind decides whether to repair or replace an approved device. A replacement may be the same version where appropriate or an equivalent device, not necessarily a new unit or upgrade. We do not guarantee a fixed turnaround time, advance replacement or a loan device.
Is StayProtect insurance, and does it cover theft or loss?
No. StayProtect is an optional hardware protection/service plan, not insurance. Theft, loss, pre-existing damage and fraudulent or abusive requests are not covered.
Is StayProtect available in my country?
StayProtect has no separate geographic eligibility restrictions. Normal shipping, customs and service practicalities may still apply.
Add protection to your eligible devices.
Talk to us about the devices you want to protect.