DIY 无人机技术支持服务政策

第一章　总则

第一条　本政策适用于在本店购买 DIY 无人机相关商品（定义见《退换货及保修政策》第二十二条）的消费者。

第二条　技术支持服务是指本店通过指定渠道向消费者提供的与所购商品相关的技术咨询、使用指导和故障排查协助，不包含硬件维修服务（硬件维修适用《退换货及保修政策》第五章之保修条款）。

第三条　技术支持服务仅面向本店消费者本人，不得转让、转借或用于商业目的。

第二章　技术支持范围

第四条　本店为消费者提供以下范围内的技术支持：

（一）商品规格咨询：商品的电气参数、物理尺寸、接口定义、协议兼容性等技术规格的答疑；

（二）组装指导：就本店所售套件及零配件的组装顺序、连接方式、焊接要点等提供原则性指导；

（三）故障排查建议：就消费者描述的故障现象提供排查方向和建议（如供电检查、连接检查等）；

第五条　本店提供的组装指导为原则性指导，非逐步骤教学。消费者应具备基本的焊接、电路识别和工具使用能力。

第三章　不在技术支持范围内的情形

第六条　以下情形不在本店技术支持范围内：

（一）飞行技能培训：包括但不限于手动/自稳/定点模式飞行教学、航线规划、特技飞行动作指导、模拟器使用教学等；

（二）个性化调校：针对特定飞行手感或拍摄需求的 PID 深度调优、滤波器参数定制、油门曲线个性化设置等超出基础配置范畴的参数调校；

（三）第三方产品支持：非本店购买的商品的技术问题（包括消费者自行搭配的第三方电池、遥控器、充电器、FPV 眼镜、天线等）；

（四）非官方固件支持：消费者自行刷写的第三方修改固件（如定制版 Betaflight、第三方 INav 分支等）的配置与故障排查；

（五）改装与二次开发：对商品进行硬件改装、电路改造、功能扩展等自定义开发的技术指导；

（六）法律法规咨询：无人机实名登记、飞行空域申请、飞行执照考取等行政管理事项的咨询；

（七）事故分析：炸机事故的原因分析、责任归属判定或损失评估；

（八）二手/翻新产品：购买时已明确标注为二手、翻新或”如现状出售”的商品；

（九）图纸与源代码：本店所售商品均为非开源产品，不提供任何设计图纸、电路原理图、PCB 设计文件、源代码、固件源码、CAD 模型及其他任何形式的技术设计文件。消费者不得以任何理由要求本店提供上述资料。

第七条　消费者因下列原因导致的技术问题，本店可提供有偿技术支持或拒绝提供服务：

（一）经本店多次指导后，消费者仍无法正确执行操作的；

（二）消费者提供的故障描述经核实与实际情况严重不符的；

（三）消费者存在辱骂、威胁、骚扰客服人员行为的。

第四章　技术支持渠道与响应时效

第八条　本店提供以下技术支持渠道：

渠道用途服务时间
在线客服（旺旺/IM）一般技术咨询、故障排查工作日 9:00–18:00
商品问答区公开的技术问题（非紧急）2 个工作日内回复
电子邮件需附日志/照片/视频的复杂问题2 个工作日内回复

第九条　响应时效：

（一）在线客服：工作日 4 小时内首次响应；

（二）商品问答区：2 个工作日内；

（三）电子邮件：2 个工作日内。

法定节假日、平台大促期间响应时效顺延。

第十条　为高效处理技术问题，消费者在咨询时应尽可能提供以下信息：

（一）所购商品名称、规格及订单号；

（二）问题现象的清晰描述（文字、照片或视频）；

（三）已尝试过的排查步骤及结果；

（四）相关设备连接示意图或实物照片；

（五）如涉及飞行异常，提供飞控日志（Blackbox Log 等）或 OSD 录像。

信息越完整，本店越能快速定位问题。

第五章　技术支持流程

第十一条　一般技术咨询流程：

  1. 消费者通过指定渠道提交技术问题；
  2. 本店客服初步判断问题归属（是否在支持范围内）；
  3. 在支持范围内的，客服提供技术指导；超出范围的，告知原因并视情建议替代方案；
  4. 复杂问题需转交技术人员的，客服告知预估等待时间；
  5. 问题解决或确认无法远程解决后，客服记录并关闭工单。

第十二条　远程无法解决的问题：

（一）经远程技术支持仍无法解决的，本店可建议消费者将商品寄回检测（适用《退换货及保修政策》相关条款）；

（二）因消费者不具备基本操作技能导致无法远程指导解决的，本店不承担责任。

第六章　免责声明

第十三条　本店提供的技术支持建议仅供消费者参考。消费者应根据自身实际情况和判断决定是否采纳。因采纳本店建议而产生的任何直接或间接损失（包括但不限于设备损坏、数据丢失、人身伤害、财产损失），除因本店故意或重大过失所致外，本店不承担责任。

第十四条　DIY 无人机涉及电力电子、无线电、空气动力学等多个专业领域，操作不当可能造成人身伤害或财产损失。消费者在进行组装、调试和飞行操作时，应：

（一）确保工作区域通风良好、远离易燃物；

（二）焊接时采取适当的防护措施（护目镜、排烟设备等）；

（三）调试时卸下螺旋桨，或使用限流电源；

（四）在合法、安全的场地进行飞行测试；

（五）遵守当地无人机管理相关法律法规。

第十五条　本店技术支持人员不提供以下行为，消费者亦不得要求其提供：

（一）远程控制消费者电脑或设备；

（二）代为刷写固件或修改配置文件；

（三）代为设计或修改硬件电路；

（四）出具可用于向第三方主张权利的书面检测意见或鉴定报告。

第七章　有偿技术支持

第十六条　超出本政策第二章所述免费支持范围的技术问题，消费者可申请有偿技术支持服务。

第十七条　有偿服务的范围、方式和费用由双方协商确定，并在服务开始前以书面形式（含聊天记录）确认。

第十八条　有偿技术支持不改变商品原有的退换货及保修权利。

第八章　附则

第十九条　本政策未尽事宜，参照《退换货及保修政策》执行。

第二十条　本店有权根据经营需要适时修改本政策，修改后的政策自公布之日起生效。

第二十一条　本政策的最终解释权归本店所有，但不得违反法律法规的强制性规定。

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DIY Drone Technical Support Policy

Chapter 1 — General Provisions

Article 1　This Policy applies to consumers who purchase DIY drone-related products from our store (as defined in Article 22 of the Return, Exchange & Warranty Policy).

Article 2　Technical support services refer to technical consultation, usage guidance, and troubleshooting assistance provided by our store to consumers through designated channels in relation to purchased products. Hardware repair services are not included (hardware repair is governed by the warranty provisions set forth in Chapter 5 of the Return, Exchange & Warranty Policy).

Article 3　Technical support services are provided exclusively to the purchasing consumer and may not be transferred, lent to third parties, or used for commercial purposes.

Chapter 2 — Scope of Technical Support

Article 4　Our store provides technical support within the following scope:

(1) Product Specification Consultation: Answers to technical specification inquiries, including electrical parameters, physical dimensions, pin definitions, and protocol compatibility of products;

(2) Assembly Guidance: General guidance on assembly sequence, connection methods, soldering key points, and related matters for kits and components sold by our store;

(3) Fault Troubleshooting Suggestions: Troubleshooting directions and recommendations based on the fault symptoms described by the consumer (such as power supply inspection, connection inspection, etc.).

Article 5　The assembly guidance provided by our store is general in nature and does not constitute step-by-step instruction. Consumers are expected to possess basic soldering, circuit identification, and tool-handling skills.

Chapter 3 — Matters Outside the Scope of Technical Support

Article 6　The following matters fall outside the scope of our store’s technical support:

(1) Flight Skills Training: Including but not limited to instruction in manual/self-stabilizing/position-hold flight modes, route planning, aerobatic maneuver guidance, simulator use training, etc.;

(2) Custom Tuning: Parameter tuning beyond the scope of basic configuration, such as in-depth PID optimization for specific flight feel or filming requirements, custom filter parameter settings, personalized throttle curve configuration, etc.;

(3) Third-Party Product Support: Technical issues relating to products not purchased from our store (including third-party batteries, transmitters, chargers, FPV goggles, antennas, and other items independently paired by the consumer);

(4) Unofficial Firmware Support: Configuration and troubleshooting of third-party modified firmware (such as custom builds of Betaflight, third-party INAV forks, etc.) flashed by the consumer themselves;

(5) Modification and Secondary Development: Technical guidance on hardware modification, circuit alteration, functionality expansion, or other custom development of products;

(6) Legal and Regulatory Consultation: Consultation on administrative matters such as drone real-name registration, airspace clearance applications, and drone pilot licensing;

(7) Accident Analysis: Root cause analysis, liability determination, or damage assessment relating to drone crashes;

(8) Second-Hand / Refurbished Products: Products explicitly marked as second-hand, refurbished, or “sold as-is” at the time of purchase;

(9) Drawings and Source Code: All products sold by our store are non-open-source products. No design drawings, circuit schematics, PCB design files, source code, firmware source code, CAD models, or any other form of technical design documentation shall be provided. The consumer may not request such materials from our store on any grounds.

Article 7　For technical issues arising from any of the following circumstances, our store may provide paid technical support or decline to provide service:

(1) The consumer remains unable to correctly follow instructions after repeated guidance from our store;

(2) The fault description provided by the consumer is found, upon verification, to materially deviate from the actual situation;

(3) The consumer engages in abusive, threatening, or harassing conduct toward customer service personnel.

Chapter 4 — Technical Support Channels and Response Times

Article 8　Our store provides the following technical support channels:

ChannelPurposeService Hours
Online Customer Service (IM)General technical inquiries, troubleshootingWeekdays 9:00–18:00
Product Q&A SectionPublic technical questions (non-urgent)Reply within 2 business days
EmailComplex issues requiring logs/photos/videosReply within 2 business days

Article 9　Response times:

(1) Online customer service: first response within 4 hours on business days;

(2) Product Q&A section: within 2 business days;

(3) Email: within 2 business days.

Response times shall be extended accordingly during statutory holidays and major platform promotional periods.

Article 10　To facilitate efficient handling of technical issues, consumers should provide the following information to the fullest extent possible when making an inquiry:

(1) Name, specification, and order number of the purchased product;

(2) A clear description of the issue (text, photos, or video);

(3) Troubleshooting steps already attempted and their results;

(4) Connection diagrams or physical photos of the relevant equipment;

(5) For flight anomalies, flight controller logs (Blackbox Logs, etc.) or OSD recordings.

The more complete the information provided, the more quickly our store can identify the issue.

Chapter 5 — Technical Support Process

Article 11　General technical consultation process:

  1. The consumer submits a technical issue through a designated channel;
  2. Our store’s customer service performs an initial assessment of whether the issue falls within the scope of support;
  3. If within scope, customer service provides technical guidance; if outside scope, the reason is communicated and alternative solutions may be suggested where appropriate;
  4. For complex issues requiring escalation to a technical specialist, customer service shall inform the consumer of the estimated wait time;
  5. Once the issue is resolved or it is confirmed that it cannot be resolved remotely, customer service shall document and close the ticket.

Article 12　Issues that cannot be resolved remotely:

(1) Where the issue remains unresolved after remote technical support, our store may recommend that the consumer send the product back for inspection (subject to the relevant provisions of the Return, Exchange & Warranty Policy);

(2) Our store assumes no liability where remote guidance cannot resolve the issue due to the consumer’s lack of basic operational skills.

Chapter 6 — Disclaimer

Article 13　Technical support advice provided by our store is for the consumer’s reference only. The consumer shall decide whether to adopt such advice based on their own circumstances and judgment. Our store assumes no liability for any direct or indirect loss arising from the consumer’s adoption of such advice (including but not limited to equipment damage, data loss, personal injury, or property damage), except where caused by our store’s willful misconduct or gross negligence.

Article 14　DIY drones involve multiple specialized fields, including power electronics, radio communications, and aerodynamics. Improper operation may result in personal injury or property damage. When undertaking assembly, configuration, and flight operations, consumers shall:

(1) Ensure the work area is well-ventilated and away from flammable materials;

(2) Take appropriate protective measures when soldering (safety goggles, fume extraction equipment, etc.);

(3) Remove propellers or use a current-limited power supply when performing configuration and testing;

(4) Conduct flight testing at legal, safe locations;

(5) Comply with local laws and regulations governing unmanned aerial vehicle operations.

Article 15　Our store’s technical support personnel do not provide the following services, and consumers may not request them:

(1) Remotely controlling the consumer’s computer or equipment;

(2) Flashing firmware or modifying configuration files on behalf of the consumer;

(3) Designing or modifying hardware circuits on behalf of the consumer;

(4) Issuing written inspection opinions or appraisal reports that may be used to assert claims against third parties.

Chapter 7 — Paid Technical Support

Article 16　For technical issues beyond the free support scope described in Chapter 2 of this Policy, consumers may apply for paid technical support services.

Article 17　The scope, method, and fees for paid services shall be mutually agreed upon by both parties and confirmed in writing (including chat records) before the service commences.

Article 18　Paid technical support does not alter the consumer’s existing rights to return, exchange, or warranty service under the Return, Exchange & Warranty Policy.

Chapter 8 — Supplementary Provisions

Article 19　Matters not provided for in this Policy shall be governed by reference to the Return, Exchange & Warranty Policy.

Article 20　Our store reserves the right to amend this Policy from time to time in light of operational needs. The amended Policy shall take effect on the date of publication.

Article 21　The final right of interpretation of this Policy belongs to our store, provided that this shall not contravene mandatory provisions of laws and regulations.