Calyraen designs and builds its own hardware: the Forge servers, the Atlas, Vantage and Stratus computers, and our embedded and edge machines. This page explains the guarantee that comes with them.

Two things matter before you read on. First, if you buy as a consumer in the EU, you already have a legal guarantee. It comes from the law, not from us, and we cannot shorten it or sign it away. Second, anything we promise beyond that is a commercial guarantee. It sits on top of the legal one. It never replaces it.

We are early. The catalogue is empty and nothing can be bought from this site yet, so no claims are being handled today. These terms are written to be correct from the first order onwards. If you already own a Calyraen machine, the terms confirmed to you at the time of purchase apply, and they can never be worse than the law set out below.

Last updated: 25 July 2026

Who you are dealing with

Calyraen is established in the Netherlands and sells into the EU.

• Legal entity: [registered entity name]
• Registered office: [registered address]
• Chamber of Commerce (KvK): [KvK number]
• VAT (BTW-nummer): [BTW-nummer]

The legal guarantee is owed by whoever sold you the goods.

• If you buy direct from calyraen.com, we are the seller and your claim comes to us.
• If you buy through a Calyraen partner, distributor or reseller, that company is the seller in law, and your legal guarantee claim goes to them. They can escalate it to us.
• Any commercial guarantee we give sits with us. You can claim it from Calyraen directly, whoever sold you the machine.

Your legal guarantee: at least two years

It is a right, not a favour

Under EU law, Directive (EU) 2019/771 on contracts for the sale of goods, and under the Dutch law that implements it in Book 7 of the Burgerlijk Wetboek (articles 7:17 to 7:23 BW), goods sold to a consumer must be in conformity with the contract. If they are not, the seller is liable for at least two years from the day the goods are delivered.

That two year period is a minimum set by law. We do not grant it and we cannot trade it away. Any wording in a contract, a guarantee card, a product page or a support reply that tries to give you less than the law gives you is not binding on you (art. 7:6 BW). The legal guarantee is free. You never have to buy anything to have it.

Two years is the floor, not the ceiling

Dutch law goes further than the two year minimum. A product has to do what you can reasonably expect it to do, for as long as you can reasonably expect it to last. What counts as reasonable depends on the type of product, the price you paid, and what we said about it when you bought it.

A rack server bought for continuous operation is expected to last a good deal longer than two years. So a fault in year three does not automatically end the conversation. Ask us.

There is a separate time limit on the claim itself. Once you have reported a fault to us, your claim stays alive for two years from that report (art. 7:23 lid 2 BW). So tell us when you notice something, and keep a record of when you did. A support ticket does that for you.

What conformity means

In short: it works, it matches what we told you, and it is what a reasonable buyer of that product would expect. In more detail, the goods must:

• match the description, type, quantity and quality agreed, including any sample or model we showed you;
• be fit for a purpose you told us about before buying, where we accepted that purpose;
• be fit for the purposes such goods are normally used for;
• come with the accessories, packaging and instructions you can expect;
• have the durability, functionality, compatibility and security that is normal for goods of that type, taking into account any public statement we made about them;
• keep receiving the updates needed to stay in conformity, where the product has digital elements; and
• be correctly installed, where installation was part of what you bought from us, or where you installed it yourself and the fault came from instructions we got wrong (art. 8 of Directive (EU) 2019/771, implemented in Book 7 BW).

If a machine does not meet that, it is a defect in the legal sense, whatever caused it, as long as the fault was already present when the goods were delivered, even if it only showed itself later.

The first year, and who has to prove what

For the first year after delivery, the law assumes any fault that appears was already there at delivery. If we disagree, the burden is on us to prove it (art. 7:18 lid 2 BW, art. 11 of Directive (EU) 2019/771). In plain terms: in the first twelve months you report the fault, and we have to show why it is not our problem, not the other way round.

After that first year, we may ask you to show that the fault existed at delivery. We will not use that as a wall. Often the fault itself makes it obvious, and where we can diagnose the cause ourselves we will, and we will tell you what we find.

Telling us in time

Tell us as soon as you reasonably can after you notice something. Under Dutch law, a consumer who reports the problem within two months of discovering it has always reported in time (art. 7:23 BW). Reporting later is not automatically too late, but it gets harder for both of us to work out what happened, so please do not sit on it.

What you can ask us to do

The law sets an order for these remedies, and we follow it.

First: repair or replacement

You choose between repair and replacement. We can only override your choice if the option you picked is impossible, or if it would cost us disproportionately more than the other one, and we will explain in writing if that happens.

Either way, it is free of charge to you. That includes postage and carriage, labour and parts (art. 7:21 BW, art. 14 of Directive (EU) 2019/771). We will do it within a reasonable time of you telling us about the fault, and without significant inconvenience to you, taking into account what the product is and what you use it for.

If we replace a machine, we do not charge you for the use you had out of the first one.

Then: money back, in part or in full

You can ask for a price reduction, or to end the purchase and get a refund, if:

• repair and replacement are both impossible or disproportionate;
• we have not carried out the repair or replacement within a reasonable time;
• doing it would cause you significant inconvenience;
• we refuse, or fail, to bring the product into conformity; or
• the fault comes back after we have already dealt with it, or the fault is serious enough that it is not reasonable to expect you to sit through a repair attempt.

You cannot end the purchase over a fault that is only minor, but you can still ask for a price reduction (art. 7:22 BW). If you do end the purchase, you return the product at our cost and we refund you.

Holding back payment

If you still owe us money for the product, you may withhold a proportionate part of the price until we have put the fault right.

Nothing here removes other rights

The legal guarantee is separate from your right of withdrawal. If you buy at a distance as a consumer, you have 14 days to change your mind for any reason, under Directive 2011/83/EU and art. 6:230o BW. That is a different right with a different process, and it is set out in our Terms of Service.

It is also separate from product liability. If a defective product causes injury or damages other property, EU product liability law and art. 6:185 BW give you a claim that stands on its own. Nothing on this page limits it.

Our commercial guarantee, on top of the law

A commercial guarantee is a promise from us that goes beyond what the law already requires. It might be a longer period, a faster turnaround, on-site service, or a replacement sent before the faulty unit comes back.

Under art. 17 of Directive (EU) 2019/771, implemented in the Netherlands in art. 7:6a BW, we are bound by what our guarantee statement says and by what we advertise about it. A commercial guarantee never reduces your legal rights, and if a guarantee term is less favourable than something we said in our advertising, the advertising wins.

The five year figure you will see elsewhere on this site

Other pages on this site describe a five year system warranty on our machines. Here is how that fits together, so nothing on the site contradicts anything else.

• Your legal guarantee is at least two years. That is the law, and it is the floor. It applies to every consumer sale, whatever any product page says.
• Where we advertise a longer term, such as five years on a complete system, that longer term is a commercial guarantee from Calyraen. It is an additional promise on top of the legal guarantee, not a substitute for it, and not a replacement of it.
• We are bound by what we advertise. If a product page says five years, then five years is what that product carries, and we will honour it.
• The exact length, what it covers, what it excludes, and how service is delivered are confirmed per product. They will be stated on the product page before you buy and in the guarantee statement supplied with the machine: [commercial guarantee length].
• The commercial term is not the same for every product. Components, accessories, batteries, embedded and edge machines may carry a different period from a complete system. Where they do, the product page will say so plainly.
• A commercial guarantee running out changes nothing about your legal rights. Once a five year promise ends, you still have every right the law gives you for as long as the law gives it.

If you ever find a product page and a guarantee statement that disagree, tell us, and we will apply whichever is better for you.

How you will receive the guarantee

Where a commercial guarantee applies, we will give it to you in writing on a durable medium, at the latest when the goods are delivered, in plain language. It will name the guarantor, state the term and the geographical scope, explain what you have to do to claim, and say clearly that your legal guarantee is unaffected and free of charge.

We currently expect to offer guarantee service in [countries where we offer guarantee service]. If a guarantee can be transferred when you sell the machine on, the guarantee statement will say so. If we fail to hand you a guarantee statement, the guarantee still binds us on the terms we advertised.

If we ever sell a paid extended guarantee, it will be described as what it is: an optional purchase that adds to rights you already have for free.

Software, CalyOS and updates

CalyOS ships on Calyraen hardware and is not sold separately. CalyOS Desktop, CalyOS Server and CalyOS Edge are supplied on the matching machines. Because the operating system is supplied as part of the machine, it counts as a digital element of the goods. That has consequences we are bound by.

• The machine has to stay in conformity, and that includes the software on it.
• We must supply the updates, including security updates, needed to keep it in conformity, and tell you about them, for the period you can reasonably expect for that kind of product, and in any case for the liability period above (art. 7 and art. 10 of Directive (EU) 2019/771).
• Where digital elements are supplied continuously over a period, for example a machine you manage through CalyCloud, we are liable for conformity of those elements for the whole of that period, and never for less than two years (art. 10 of Directive (EU) 2019/771).
• If we supply an update correctly and tell you about it, and you choose not to install it, we are not liable for a fault that follows from that choice alone.
• An update must not make the machine worse. If one does, that is a conformity problem and the remedies above apply.
• Where we supply digital content or a digital service on its own, rather than as part of a machine, Directive (EU) 2019/770 applies, with the same principle: it has to work, and it has to keep working. That is the rule for CalyCloud where it is taken separately from a machine.

What the licence lets you do with CalyOS is a separate matter, covered on our Software Licence page.

What the guarantee does not cover

Nothing in this section reduces your legal guarantee. It describes things that are not conformity faults in the first place, or damage that happened after delivery.

• Accidental damage: drops, liquid, fire, power surges outside the stated tolerance, theft and loss.
• Use outside the documented operating conditions, for example temperature, humidity, power quality or dust.
• Normal wear. Batteries and other consumable parts lose capacity with use. Where we state a minimum capacity after a given number of charge cycles for a product, that stated figure is what we stand behind.
• Faults caused by hardware or software we did not supply, or by modifications, unless the modification is one we document as permitted.
• Cosmetic marks that do not affect how the machine works.
• Data loss. Please keep your own backups. We can repair a machine, we cannot restore what was on it.
• Products we clearly sell as spares, development samples or end of life stock on stated different commercial terms. Different commercial terms never mean a shorter legal guarantee for a consumer.

Opening the case to replace a part we document as user replaceable does not void anything. We build our machines to be opened, and we publish repair guides. Using an independent repairer does not void anything either. If a repair you or a third party carried out causes damage, that specific damage is not covered, but the rest of the machine still is.

If we ever sell refurbished or second-hand machines, the product page will state the guarantee period for them before you buy, and it will never be shorter than the law allows.

Spare parts and repair

We would rather repair a machine than replace it. We aim to keep spare parts and repair documentation available for a stated period after a model stops selling, and the period for each product will be shown on its product page: [spare parts availability period].

EU law on the repair of goods, Directive (EU) 2024/1799, adds to this. Once it applies to us in the Netherlands, choosing repair instead of replacement extends the seller's liability period by twelve months from the moment the product is brought back into conformity. We will apply that from the day it applies to us, and we will not ask you to give up anything in exchange for a repair.

If a part is no longer available and we cannot repair your machine, that does not leave you without a remedy. Replacement, a price reduction or ending the purchase are still open to you under the rules above.

If you buy as a business

The rights described above under the heading of the legal guarantee are consumer rights. They apply if you buy mainly for purposes outside your trade, business or profession. If you are not sure which side of the line you are on, that test is the one that decides it.

If you buy as a business:

• The two year minimum, the reversed burden of proof in the first year and the fixed order of remedies are consumer protections and do not apply to you automatically.
• Your position comes from your contract with us, our Terms of Service and the general rules of Dutch civil law on conformity and non-performance.
• You are expected to inspect goods on delivery and to report a fault within a reasonable time of discovering it, or of when you should have discovered it.
• Any commercial guarantee we give you applies on the terms agreed for that product, including the stated term.
• Service levels, response times and on-site cover, where offered, are set out in the order or in a separate service agreement.

How to make a claim

Before you contact us

Have your order number and the machine's serial number to hand if you can. Any reasonable proof of purchase is fine: an order confirmation, an invoice, or a bank statement showing the payment. Back up your data first if the machine still runs.

Opening the claim

1. Go to Support and open a ticket.
2. If you have an account, sign in first so we can find your order. Your purchases are listed under your account.
3. Give us the order number and the serial number.
4. Describe the fault in your own words: when it started, what you were doing, and whether it happens every time.
5. Add clear photos, and a short video if the fault is easier to show than to describe.
6. Tell us whether you would rather have a repair or a replacement. We will say so if one of the two is not possible, and why.

Please do not send hardware back before we ask you to. We will confirm where to send it when we open the claim. Do not post anything to [registered address] unless we have asked you to.

What happens next

• We acknowledge your ticket and tell you what else we need.
• We diagnose the fault. Diagnosis is free.
• If the fault is covered, we repair or replace it at no cost to you, carriage both ways included.
• If we believe the fault is not covered, we tell you why in writing before any paid work starts. You can accept a quote, ask for the machine back, or disagree with us. Disagreeing with us costs you nothing and takes none of your rights away.
• Where we advertise a target turnaround for a product, that target binds us.

Complaints, and what to do if we get it wrong

If you are unhappy with how we handled a claim, tell us. Start with Support and say that you want to make a formal complaint. We will look at it again, and someone who was not involved the first time will review it where that is practical.

If we still cannot agree:

• The Dutch consumer authority, Autoriteit Consument & Markt, runs an information service for consumers at ConsuWijzer, which can explain your rights.
• If you live in another EU country and bought from us in the Netherlands, the European Consumer Centre network (ECC Nederland) can help with cross-border complaints.
• If we join a certified Dutch disputes committee, we will name it here: [dispute resolution body, if any].
• Out of court dispute resolution routes, governing law and the competent court are set out in our Terms of Service. Dutch law applies, and as a consumer you keep the right to bring a claim in the courts of the country where you live, and the protection of the mandatory consumer law of that country.

Changes to this page

We may update this page as our products, our processes or the law change. We will update the "Last updated" date when we do. A change to this page does not reduce the guarantee that applied to a machine you have already bought.

Contact

Questions about a claim, or about which terms apply to a machine you own, are best sent through Support so they are tracked. You can also write to us about warranty matters at [warranty contact address].

If you want to know more about how we think about long lived hardware, see Built to last. To read about who we are, see About Calyraen.