iCare Plus terms and conditions
1. The Plan
This service contract governs the hardware service and technical support provided to you by The Core Computer Business (Pty) Ltd (“Core”) under the above-mentioned plan (the “Plan”) for an iPhone and the accessories contained in its original packaging (“Covered Device”) listed on your proof of coverage document (“Plan Confirmation”) purchased from Core or it’s nominated points of sale offering the Plan. Contact Core Service Centres to confirm nominated points of sale.
2. When Coverage Begins and Ends.
The plan must be purchased with the purchase of your new covered device.
Coverage ends twenty-four (24) months from the original date of retail purchase of your Covered Device (“Plan Term”).
Your Plan Confirmation will be sent to you via email after registration. The terms of this Plan, the original sales receipt for your Plan and the Plan Confirmation are each part of your service contract.
A separate Plan must be purchased for each product to be covered.
The Plan covers the products listed on the front of the Extended Warranty package. If it does not match please call 087 350 2946 or email [email protected]
3. What is Covered?
3.1 Hardware Service
If during the Plan Term, you submit a valid claim by notifying Core that a defect in materials and workmanship has arisen in the Covered Device, Core will either;
a) repair the defect at no charge, using new or refurbished parts that are equivalent to new in performance and reliability, or
b) exchange the Covered Device with a service replacement product that is the exact same model of the Covered Device which may contain new or refurbished parts that are equivalent to new in performance and reliability. If Core exchanges the Covered Device, the original product becomes Core’s property and the replacement product is your property, with coverage for the remaining period of the Plan.
3.2 Screen Damage
If during the Plan Term you submit a valid claim notifying Core that the Covered Device has a cracked screen (“Screen Damage”), Core will, subject to the service fee described below, either;
(i) repair the cracked screen using new or refurbished parts that are equivalent to new in performance and reliability, or
(ii) at Core’s sole discretion, exchange the Covered Device with a replacement product that is the exact same model to the original product (both individually known as a “Service Event”).
Screen Damage coverage will expire and all of Core’s obligations to you under this section 3.2 will be fulfilled in its entirety before the end of the Plan Term when Core, as a result of Screen Damage claims, has provided to you one (1) Service Event.
Screen Damage coverage only applies to a cracked display caused by an accident from handling that is the result of an unexpected and unintentional external event (for example, dropping the device) that arises from your normal daily usage of the Covered Device as intended for such Covered Device.
Screen Damage coverage does not include;
(a) protection against normal wear and tear, theft, misplacement, reckless, abusive, willful or intentional conduct associated with handling and use of the Covered Device, catastrophic damage,
(b) protection against any other act or result not covered by the Plan, as described in Section 4.2 below, or
(c) any resultant damage to the Covered Device that arises from one or more conditions described in Section 3.2(a) or (b).
(d) protection against damage to the body of Covered Device resulting in Core being unable to carry out a screen replacement.
You will be required to pay a R1600 service fee for the screen damage claim, and may be asked to provide an explanation of where and when the event occurred with a detailed description of the actual event. A claim will be denied if you fail to pay the service fee or fail to provide information relating to the event when asked.
3.3 Technical Support
During the Plan Term, Core will provide you with access to telephone support resources.
Technical support may include assistance with installation, launch, configuration, troubleshooting, and recovery (except for data recovery), including storing, retrieving, and managing files and determining when hardware service is required or screen damage coverage may be applicable.
Core will provide support for the then-current version of the supported software, and the prior Major Release.
For purposes of this section, the term “Major Release” means a significant version of software that is commercially released by Apple in a release number format such as “1.0” or “2.0” and which is not in beta or pre-release form.
3.4 Scope of Technical Support
Under the Plan, Core will provide technical support for the Covered Device, operating system (“iOS”) and software applications that are pre-installed with the Covered Device (both referred to as “Consumer Software”) and connectivity issues between the Covered Device and a Supported Computer. For purposes of this section the term “Supported Computer” means a computer that meets the Covered Device’s connectivity specifications and runs an operating system that is supported by the Covered Device.
4. What is not Covered?
4.1 Hardware service and screen damage coverage is restricted to Covered Devices purchased from Core nominated points of sale.
4.2 Hardware Coverage and Screen Damage Coverage.
(i) The Plan does not apply to installation, removal or disposal of the Covered Device, or provision of equipment while the Covered Device is being serviced.
(ii) The Plan does not apply to damage caused by
(a) a product that is not the Covered Device,
(b) abuse, misuse, fire, earthquake or other external causes except as described in section 3.2 above,
(c) operating the Covered Device outside the permitted or intended uses described by the manufacturer, or
(d) service (including upgrades and expansions) if such was performed by anyone who is not a qualified member of an Apple Authorized Service Provider (“AASP”).
(iii) The Plan does not apply to a device with a serial number that has been altered, defaced or removed, or has been modified to alter its functionality or capability without the written permission of the manufacturer.
(iv) The Plan does not apply to a Covered Device that has been lost or stolen. This Plan only covers a Covered Device that is returned to Core in its entirety.
(v) The Plan does not apply to cosmetic damage to the Covered Device, including but not limited to scratches and dents, that do not otherwise affect the functionality of the Covered Device;
(vi) The Plan does not apply to preventative maintenance on the Covered Device;
(vii) The Plan does not apply to defects caused by normal wear and tear or which is otherwise due to normal aging of the product.
(viii) The Plan does not apply to any Covered Device if you purchased the Plan after you purchased the Covered Device.
(ix) The Plan does not apply to the battery performance of the Covered Device.
(x) The Plan does not include or make any provision for a Loan unit whilst the device is being assessed.
(xi) Any claim under this The Plan is subject to an Internal assessment at a Core Service Centre.
(xii) The Plan does not apply to damage to the body of the Covered Device where such damage prevents Core from carrying out a screen replacement.
4.3 Technical Support.
The Plan does not include Technical Support in respect to:
(i) Your use of the iOS and Consumer Software as server-based applications;
(ii) Issues that could be resolved by upgrading software to the then current version;
(iii) Third-party products or their effects on or interactions with the Covered Device, the iOS or Consumer Software;
(iv) Your use of a computer or operating system that is not related to Consumer Software or to connectivity issues with the Covered Device;
(v) Apple software other than the iOS or Consumer Software, as covered under the Plan;
(vi) iOS software or any Apple-branded software designated as “beta” , “prerelease,” or “preview” or similarly labeled software; or
(vii) Damage to, or loss of any software or data that was residing or recorded on the Covered Device. The Plan does not cover the recovery or reinstallation of software programs and user data.
Important: Do not open the Covered Device. Opening the Covered Device may cause damage that is not covered by this Plan. Only an Apple Authorized Service Provider may perform service on the Covered Device.
5. How to Obtain Service and Support?
You may obtain hardware services, which include those relating to screen damage coverage, and technical support. To obtain such services or support, you can contact Core Service Centres. You need to keep your Plan Confirmation document and the original sales receipt for your Covered Device and your Plan, as they will be required if there is any question as to your Covered Device’s eligibility for coverage.
6. Your Responsibilities
To receive service or support under the Plan, you agree to comply with each of the terms listed below.
(i)You will provide your Plan Confirmation document and a copy of your Covered Device’s original proof of purchase, if requested.
(ii)You will provide information about the symptoms and causes of the issues with the Covered Device.
(iii)You will respond to requests for information, including but not limited to the Covered Device serial number, model, version of the operating system and software installed, any peripheral devices connected or installed on the Covered Device, any error messages displayed, the actions which were taken before the Covered Device experienced the issue and the steps taken to resolve the issue.
(iv)You will follow instructions Core gives you, including but not limited to refraining from sending Core products and accessories that are not subject to repair or replacement service and packing the Covered Device in accordance with shipping instructions.
(v)You will update software to currently published releases prior to seeking service.
(vi)You will make sure to backup software and data residing on the Covered Device. DURING HARDWARE SERVICE, CORE WILL DELETE THE CONTENTS OF THE COVERED DEVICE AND REFORMAT THE STORAGE MEDIA. Core will return your Covered Device or provide a replacement as the Covered Device was originally configured, subject to applicable updates. Core may install iOS updates as part of hardware service that will prevent the Covered Device from reverting to an earlier version of the iOS. Third party applications installed on the Covered Device may not be compatible or work with the Device as a result of the iOS update. You will be responsible for reinstalling all other software programs, data and passwords.
7. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CORE AND ITS EMPLOYEES AND AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER OF THE COVERED DEVICE FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM CORE’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF CORE AND ITS EMPLOYEES AND AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED THE ORIGINAL PRICE PAID FOR THE PLAN. CORE SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE COVERED DEVICE WITHOUT RISK TO OR LOSS OF PROGRAMS OR DATA, (ii) IT WILL MAINTAIN THE CONFIDENTIALITY OF DATA, OR (iii) THAT THE OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR-FREE.
You may cancel this Plan at any time for any reason. If you decide to cancel this Plan, you must contact Core in writing with your Plan Agreement Number. You must send a copy of the Plan’s original proof of purchase with your notice. Unless local law provides otherwise, if you cancel within thirty (30) days of your Plan’s purchase, or receipt of this Plan, whichever occurs later, you will receive a full refund less the value of any service provided under the Plan. If you cancel more than thirty (30) days after your receipt of this Plan, you will receive a pro rata refund of the original purchase price less the value of any service provided under the Plan, based on the percentage of unexpired Plan Term from the Plan’s date of purchase. Core may cancel this Plan for fraud or material misrepresentation.
9. Transfer of Plan
You may transfer this Plan to a new owner of the Covered Device by sending via email, notice of transfer to Core. You must provide the Plan Agreement Number, the serial numbers of the Covered Device being transferred, proof of purchase of the Plan, and the name, address, telephone number and email address of the new owner.
You may transfer the balance of the Plan to a new Covered Device in the event of the orginal Covered Device being replaced.
10. General Terms
(i) Core may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to you in doing so.
(ii) Core is not responsible for any failures or delays in performing under the Plan that are due to events outside Core’s reasonable control.
(iii) You are not required to perform preventative maintenance on the Covered Device to receive service under the Plan.
(iv) This Plan is offered and valid only in South Africa.
(v) The terms of the Plan, including the original sales receipt of the Plan and the Plan Confirmation, shall prevail over any conflicting, additional, or other terms of any purchase order or other document, and constitute your and Core’s entire understanding with respect to the Plan.
(vi) Core is not obligated to renew this Plan. If Core does offer to renew this Plan, it will determine the price and terms.
(vii) There is no informal dispute settlement process available under this Plan.
For further information or queries contact:
087 350 2946