Terms and Conditions for participating in the IQOS Care

1. Application of Terms/Eligibility

1.1 These terms and conditions (Terms) are applicable to and govern your participation in the IQOS Care program (IQOS Care). You should read these Terms carefully as they affect your legal rights and govern your relationship with Philip Morris Misr Floors Four & Five, Business Park “B2”, Building 12B04, Cairo Festival City, 90th Street, 5th Settlement, New Cairo, Egypt

1.2 You are only eligible for membership of IQOS Care if: (i) you are an adult smoker or IQOS user aged 18 years and over and you are registered in our IQOS database; and (ii) your main residence is in a country where IQOS Care is available. Scope of the services, response and delivery times provided within IQOS Care may vary in relation to different types Devices (as defined below) as described in these Terms

1.3 To participate in IQOS Care you must register an eligible device as described in paragraph 2.1 (Device) in our database either at iqos.com, by calling customer service center, by post, at IQOS Coach (only available for IQOS heated tobacco devices) or at a participating IQOS store.

1.4 By signing up for IQOS Care through online Device registration or through a customer service center, at IQOS Coach (only available for IQOS heated tobacco, participating IQOS store or otherwise using IQOS Care, you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use IQOS Care, you agree to be bound by these Terms. Your acceptance of these Terms is deemed to occur in the country of your registered residence as per our IQOS database.

1.5 If you do not agree (or cannot comply) with these Terms, then you are not permitted to use IQOS Care. 

1.6 No modification of these Terms by you is permitted unless Philip Morris expressly agrees in writing.

1.7 Your use of IQOS Care is at our discretion and we may refuse your application to use, or we may terminate your right to use IQOS Care for any reason including if you breach any of these Terms.

1.8 We also reserve the right to amend these Terms and IQOS Care upon notice at any time. If you do not agree to any such amendments, you may terminate your membership of IQOS Care.

2. Eligible Devices/Registration

2.1 The following Device models are eligible for registration in IQOS Care:

(a) IQOS 3 DUO or Holders Chargers and any upgraded models thereof, only if purchased from official stores or touchpoints in Egypt and Egypt Duty Free

2.2 The Device must have a readable and valid serial number.

2.3 For all new IQOS users who register in our database after the IQOS Care launch date you may become an IQOS Care member by registering your eligible Device within your device voluntary 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 Philip Morris reserves the right to terminate your membership of IQOS Care without notice.

2.5 Following the registration process for IQOS Care you will be informed whether your registration is successful. Membership of IQOS Care and the services provided are personal to you and may not be transferred to any third party.

2.6 Your use of IQOS Care is linked to your country of residence. As IQOS Care is only available in certain countries if you change your country of residence, then you must inform us and reapply to use IQOS Care in your new country of residence.

3. Term and Termination

3.1 The term of your membership in IQOS Care in respect of the specific Device is from the date of acceptance of these Terms and valid within the remaining duration of your 12 months’ such Device voluntary warranty period in the country of purchase.

3.2 You may terminate your membership of IQOS Care at any time with immediate effect by notifying Philip Morris [by contacting us on 15647]. Upon termination of your membership you are no longer entitled to receive the Services for any of your Devices.

3.3 Philip Morris may terminate your membership with IQOS Care at any time with immediate effect if you breach these Terms. Philip Morris may also terminate your membership for any reason upon 30 days’ notice.

3.4  Membership of IQOS Care entitles you to the services described in paragraphs 4 and 5 (Services).

4.  [Accidental Damage]

4.1 If 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 paragraph 4.

4.2 You must give the damaged Device (including all components) to Philip Morris and you will be provided with a replacement device of the same type equivalent to a new 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. Philip Morris will keep all replaced Devices. If only part of the Device is damaged e.g. the IQOS 3 holder or the charger, then only the damaged part will be replaced and Philip Morris will only keep the replaced part of the Device.

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 membership term (device voluntary warranty period).

(c) You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch date of IQOS Care 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 by Philip Morris;

(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 voluntary warranty for that Device 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 Philip Morris by [contacting us on our Facebook direct messages (IQOS Egypt) or by calling us on 15647 or by visiting our official touchpoints  ] as soon as possible from the date your Device suffers Accidental Damage, 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 Philip Morris, you must provide proof of purchase for your Device; and

(iii)     follow packaging and mailing instructions given by Philip Morris for shipping the affected Device to Philip Morris; and

(iv)     Otherwise comply with Philip Morris’s return Devices authorization process.

(b) You may also make a claim via customer service center by telephoning the number provided at www.iqos.com for your country of residence and providing the same information detailed in paragraph 4.4(a).

(c) You must not send Philip Morris products and accessories that are not supported by Accidental Damage replacement. If you send Philip Morris these items they will not be returned and they will be destroyed.

(d) Philip Morris 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 as follows :

(i)        Carry-in service. You can return your affected Device to a participating IQOS store and participating IQOS service points you will be provided with a replacement.

5. Other Services

5.1  IQOS Coach. If you register any of heat-not-burn Devices (i.e. referred to in point 2.1 letters (a), (b) and (d) of these Terms), You will have access to a dedicated remote coach for supporting you in converting from cigarettes to your heat-not-burn Device. Access is during normal business hours in your country of residence.

6.  Your Obligations. 

You agree:

(a) not to misuse the IQOS Care program and the Services;

(b) to keep your membership 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.

7. Warranty/Limitation of Liability

7.1 As your membership of IQOS Care is free of charge, it is provided ‘As Is’ and without any warranty.

7.2 Philip Morris 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 membership of IQOS Care or your use of the Services. Philip Morris shall not be liable for any of the losses described in this paragraph 8.2 even if you have informed Philip Morris of the possibility of such losses.

7.3 Nothing in this paragraph 8 excludes any liability that cannot be excluded by applicable law.

8. Miscellaneous

8.1  IQOS Care is not an insurance policy. 

8.2  IQOS Care is currently provided free of charge.

8.3  Details of the processing of your personal data that you provide us are described in our Privacy Notice available at [https://www.pmiprivacy.com/en/consumer].

8.4  These Terms are subject to the laws of the registered office of Philip Morris. Any legal dispute will be subject to the exclusive jurisdiction of the city in which Philip Morris has its registered office.

8.5 For questions, inquiries and contact information please refer to [Facebook (IQOS Egypt) or by calling us on 15647].