Welcome to the SAYSHELL Support page for your Gaia Galaxy Phone. Here you'll find resources and information to assist you with your device and its unique features.

1. Contact Us

For any inquiries or assistance, please reach out to our support team. We are committed to providing support to customers located in our supported countries.

• Email: hello@gaianet.ai or cs@factblock.com
• Customer Support Desk: Our dedicated English & Korean language customer support desk is available to provide first-line handling for your queries.

2. Device Hardware Support

The Gaia Galaxy Phone hardware (e.g., phone defects, malfunctions, physical issues, packaging issues) is provided by Samsung and SlashBSlash.

• For Device Hardware Defects: If you encounter any defects or issues with the hardware of your Gaia Galaxy Phone (excluding Sayshell Software related issues), Samsung and SlashBSlash are responsible for providing product exchange or After-Sales Service (A/S) support, including returns, warranty claims, and mandatory refunds, in accordance with applicable consumer protection laws.
• Process for Hardware Issues: Our partner, FACTBLOCK, will directly manage and facilitate the resolution of all hardware-related matters with you in a timely and professional manner, ensuring you receive the necessary A/S from Samsung and the DISTRIBUTOR.

3. Sayshell Software Support

The Gaia Galaxy Phone features unique software developed by SAYSHELL, including the Gaia AI Agent Service and Web3 functionalities (the "Sayshell Software").

• For Sayshell Software Defects: If you experience any inquiries or defects related to the Sayshell Software (e.g., issues with Web3 functionality, blockchain network failures, smart contract/AI related errors), SAYSHELL will provide After-Sales Service (A/S) support directly to you in accordance with consumer protection laws.
• Scope of Support: SAYSHELL bears sole liability for any issues specifically related to Web3 functionality and other Sayshell Software features. These issues will be handled directly by SAYSHELL's dedicated team.

4. Returns Information

Your purchase of the Gaia Galaxy Phone is subject to our comprehensive policies regarding returns.

• Return Policy: The specific process for returning your Device for a refund is detailed in our [Return Policy Link] (to be provided). Please note that any deposit paid under a Deposit Agreement is generally non-refundable.
• Defective Devices: If you believe you have a defective Device, please contact FACTBLOCK support using the contact information above. Our team will guide you through the process, which will involve assessment by Samsung/SlashBSlash for hardware issues, or direct support from SAYSHELL for software issues.

5. Device Security & Recovery Phrase

Your Gaia Galaxy Phone includes SAYSHELL's proprietary Seed Vault technology to protect your digital assets.

• Recovery Phrase: Your Private Keys stored in the Seed Vault are accessible via a unique 24-word Recovery Phrase communicated to you through the Device upon activation.
• Secure Your Phrase: WE STRONGLY RECOMMEND THAT YOU CLOSELY FOLLOW THE INSTRUCTIONS ON YOUR DEVICE REGARDING SECURING YOUR RECOVERY PHRASE. KEEP YOUR RECOVERY PHRASE IN A SAFE AND SECURE PLACE. You will need it if your Device is lost, stolen, damaged, reset, or if you need to migrate digital assets.
• SAYSHELL DOES NOT HAVE ACCESS TO YOUR RECOVERY PHRASE AND WILL NEVER ASK YOU FOR IT. Losing or compromising your Recovery Phrase risks permanent loss of access to your digital assets.

6. Network Connectivity

The Gaia Galaxy Phone is carrier-agnostic. SAYSHELL is not responsible for providing cellular data plans, wireless service plans, or other internet connectivity services. You are solely responsible for arranging and paying for these services with a compatible Wireless Carrier or Internet Service Provider.

7. Important Legal Information

For full legal details regarding your purchase and use of the Gaia Galaxy Phone, please refer to our [Terms of Service Link] and [Terms of Sales Link] (to be provided). These documents contain important information regarding eligibility, dispute resolution (including mandatory binding arbitration and class action waivers where applicable), and limitations of liability.