IQOS Care Plus
IQOS Care Plus
Terms and Conditions for participating in the IQOS Care Plus
IQOS Care Plus
Last updated: [November 22, 2021]
1. Application of Terms/Eligibility
1.1 These terms and conditions (Terms) are applicable to and govern your participation in the IQOS Care Plus program (”Program”). This Program is provided to you by Rashideen RRP Tobacco Trading L.L.C (the “Company”). You should read these Terms carefully as they might affect your legal rights and govern your participation in the Program. For the avoidance of doubt, this Program does not constitute and/or include any promotions, advertising, offers or discounts. This Program consists of services provided to IQOS consumers as a post-purchase support (“Services”).
1.2 You are only eligible for participation in the Program if (i) you are an adult IQOS user aged 18 years and over; (ii)you are registered in the IQOS database in the UAE and (iii) you have registered an eligible device as described in paragraph 2.1 (“Device”) at iqos.com, by contacting the IQOS Customer Care team, or at a participating store.
1.3 By signing up for the Program you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use the Program Plus, you agree to be bound by these Terms.
1.4 If you do not agree (or cannot comply) with these Terms, then you are not permitted to use the Program.
1.5 No modification of these Terms by you is permitted.
1.6 Your use of and participation in the Program can be refused and/or terminated at any time for any reason by the Company
1.7 Terms of the Program and the Program can be modified and/or terminated at any time by the Company. If you do not agree to any such modifications, you may terminate your participation in the Program.
2. Eligible Devices/Registration
2.1 The following Device models are eligible for registration in the Program:
(a) IQOS 3, IQOS 3 DUO or Holders Chargers and any upgraded models thereof; and
(b) IQOS 3 MULTI
2.2 The Device must have a readable and valid serial number.
2.3 For all new IQOS users who register in the IQOS database after the Program launch date you may become a participant of the Program by registering your eligible device within your IQOS device warranty period.
2.4 In completing the registration process you must provide all required mandatory information in an accurate and complete manner and keep this information up-to-date. If you do not complete the mandatory fields in the application form (such as, for example, age, smoker status, email address and/or phone number) your application will not proceed. If you provide inaccurate or incomplete information the Company reserve the right to terminate your participation of the Program without notice.
2.5 Following the registration process for the Program you will be informed whether your registration is successful. Participation in the Program and the Services provided are personal to you and may not be transferred to any third party.
2.6 Your use and participation in the Program is linked to your country of residence. If you change your country of residence, then you must inform us and reapply to use the Program in your new country of residence, if available.
3. Term and Termination
3.1 The term of your participation in the Program is from the date of acceptance of these Terms and valid within the remaining duration of your 12 months’ IQOS warranty period for the IQOS devices purchased in the United Arab Emirates.
You may terminate your participation of the Program at any time with immediate effect by notifying the IQOS Customer Care team on contact.ae@iqos.com. Upon termination of your participation you are no longer entitled to receive the Services for any of your Devices.
3.2 Your use of and participation in the Program can be refused and/or terminated at any time for any reason.
3.3 Participation in the Program entitles you to the Services described herein.
4. Accidental Damage
4.1 In case your Device suffers accidental and unintended damage that affects the functionality of your Device which is not caused by your misuse or reckless behavior (Accidental Damage) you may be eligible for a replacement Device as described in this section 4.
4.2 You must give the damaged Device (including all components) to the IQOS Customer Care team or designated by the Company third party, as instructed by the IQOS Customer Care team and you will be provided with a replacement device of the same type equivalent to your Device in performance and reliability. If a replacement device of the same type is not available, a device, in the same category, which is at least functionally equivalent will be provided as a replacement. The IQOS Customer Care team or designated by the Company third party will keep all replaced Devices. If only part of the Device is damaged e.g. the IQOS holder or the charger, then only the damaged part will be replaced.
4.3 Limitations from Accidental Damage
(a) You must take all reasonable precautions to protect your Device and use and maintain the Device in accordance with its instructions and user guide. If you do not do so then you are not entitled to a replacement Device.
(b) You are limited to one replacement Device for Accidental Damage for each registered Device. After the first claim is settled, the Accidental Damage in your country of residence and associated Rapid Replacement on this Program will cease. However, you can still receive the remaining Services for your Device until the end of your participation term (Device warranty period).
(c) You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch date of the Program or where any of the following circumstances are applicable:
(i) any product that is not an eligible Device as per the list contained in paragraph 2.1;
(ii) damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;
(iii) Devices with a serial number that has been altered, defaced or removed;
(iv) Devices that have been opened, serviced, modified or altered in a manner not authorized and as detailed in our warranty guide and IQOS user guide;
(v) the loss or theft of your Device;
(vi) cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration;
(vii) damage or failure caused by normal wear and tear and/or usage of the Device;
(viii) improper handling, or liquid contact, damage from fire, flood, or natural disaster, war, terrorism, or acts of God;
(ix) malfunction due to use with non-compatible product;
(x) damage or malfunction caused by failure to use as described in the associated IQOS user guide; or
(xi) failure due to defects in materials and/or workmanship and/or design; however, such failures may be covered separately either by your consumer rights or by the IQOS warranty that is in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.
4.4 Making a claim under Accidental Damage
(a) You must:
(i) report your claim to the IQOS Customer Care team as soon as possible and within the warranty period including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;
(ii) if requested by the IQOS Customer Care team, you must provide proof of purchase for your Device;
(iii) follow instructions given by the IQOS Customer Care team or IQOS experts in participating IQOS selling stores for returning the affected Device to the IQOS Customer Care team; and
(b) otherwise comply with the IQOS Customer Care team return Devices authorization process.
(c) To make a claim you should contact the IQOS Customer Care team on the social care pages as provided in these Terms or by calling the number provided on the IQOS device packaging for your country of residence and providing the same information detailed in paragraph 4.4(a).
(d) The IQOS Customer Care team will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:
(i) Courier delivery. A replacement IQOS device will be couriered to you and you must return the affected Device with the authorized courier as per instruction of the IQOS Customer Care team.
(ii) Carry-in service. You can return your affected Device to a participating IQOS selling store where you will be provided with a replacement.
5. International Assistance
5.1 You have access to an international number (charges may apply in some locations) when traveling abroad to countries where the Devices are commercialized. This Service includes troubleshooting assistance from experienced IQOS Customer Care team and if required, replacement of your Device within (i) Accidental Damage in accordance with these Terms or (ii) Device issues defined in terms of material or workmanship when used in accordance with the Device user guide.
5.2 Service options, Device availability, response and delivery times may vary according to country. This Service will not affect your statutory rights and rights under your Device warranty valid in the country of purchase.
5.3 Limitations from International Assistance
(a) The limitations contained in paragraph 4.3 (Limitation) apply to Accidental Damage replacement under International Assistance.
(b) The following are excluded from replacement of Device issues defined in terms of material or workmanship when used in accordance with the Device user guide:
(i) damage caused by normal wear and tear;
(ii) cosmetic damage (such as scratches, dents, broken plastic etc.);
(iii) damage caused by misuse, power surge, improper handling, liquid contact or fire;
(iv) malfunction due to use with non-compatible product;
(v) damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; or
(vi) damage or malfunction caused by failure to use as described in the associated Device user guide.
5.4 Making a claim under International Assistance
(a) You must:
(i) report your claim to the IQOS Customer Care team as soon as possible and no later than 1 day from the date your Device suffers Accidental Damage or Device issues defined in terms of material or workmanship when used in accordance with the Device user guide, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;
(ii) if requested by the entity commercializing the Device in the relevant country where the claim is raised, you must provide proof of purchase for your Device; and
(iii) follow packaging and mailing instructions given for shipping the affected Device; and
(iv) otherwise comply with the return Devices authorization process.
(b) The entity commercializing the Device or the authorized partner will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:
(i) Courier delivery. A replacement Device will be couriered to you and you must return the affected Device via the courier
(ii) Carry-in service. You can return your affected Device to a participating IQOS store and participating IQOS service points where you will be provided with a replacement.
6. Other Services
6.1 IQOS User Support. You will receive information which will support you in converting from cigarettes to IQOS. Remember to check your mailbox for this content.
6.2 Rapid Replacement Service. This Service provides for rapid replacement of your Device within a time period that will be communicated to you by the IQOS Customer Care team in case of Accidental Damage and/or where you have a valid claim for Device issues defined in terms of material or workmanship when used in accordance with the Device user guide. For a replacement due to Accidental Damage, you are limited to one Rapid Replacement Service. Eligibility for this Service is determined by the IQOS Customer Care team. This Service is only applicable in the selected locations of your country of registration.
6.3 IQOS News. You will receive news and information about the Program, IQOS products and services, personalized product information and/or services, access to exclusive content, news and updates of relevance for participants.
7. Your Obligations.
You agree:
(a) not to misuse the Program and the Services;
(b) to keep your account safe and secure;
(c) where an exchange takes place, then any replacement Device becomes your property and the replaced Device becomes the property of the entity which makes the exchange; and
(d) to comply with applicable law.
8. Warranty/Limitation of Liability
a. As your participation in the Program is free of charge, it is provided ‘as is’ and without any warranty.
b. Any entity which sells and/or commercialize IQOS products in the relevant country where the claim is raised shall not be liable to the maximum extent permitted under applicable law whether in tort (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise for any direct losses, loss of profits, sales, revenues or savings, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data or information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising or otherwise resulting from your participation of the Program or your use of the Services. Any entity which sells and/or commercialize IQOS products in the relevant country where the claim is raised shall not be liable for any of the losses described in this paragraph 8.2 even if you have informed such entity of the possibility of such losses.
c. Nothing in this paragraph 8 excludes any liability that cannot be excluded by applicable law.
9) Miscellaneous
d. The Program is not an insurance policy.
e. The Program is currently provided free of charge.
f. Details of the processing of your personal data that you provide us are described in Privacy Notice available at iqos.com.
g. These Terms are subject to the laws of the UAE. Any legal dispute will be subject to the exclusive jurisdiction of the UAE Courts.
10. Contact Information
For any information and/or queries regarding this Program, these Terms and Conditions, please contact IQOS Customer Care team, through the below listed channels:
- Facebook: IQOS Support UAE
- Twitter: IQOS_Support_AE
- Email: Contact.ae@iqos.com
- Phone: 800 MYIQOS(694767)
The Terms of Use were formulated and entered into force on May 14, 2020.
