Available in Zambia only.

iCare Plus for iPhone terms and conditions.

iCare Plus must be purchased with your new Covered Device and registered and activated within seven days of purchase.

1. The Plan

For Plans sold in , “iStore” means Core Limited (Registration ). This service contract governs the hardware service and technical support provided to you by iStore under the above-mentioned plan (the “Plan”) for an iPhone 14 or newer, excluding the accessories contained in its original packaging (the “Covered Device”), listed in your proof of coverage document (the “Plan Confirmation”) and purchased from iStore or a point of sale nominated by iStore that offers the Plan. Contact an iStore Service Centre to confirm nominated points of sale.

2. When Coverage Begins and Ends.

The Plan must be purchased when you purchase your new Covered Device. The Plan must be registered and activated within (7) seven days of purchase. If you miss this deadline, iStore may, at its discretion and on a case-by-case basis, permit late registration within one month of the Covered Device's purchase date. The Covered Device must first be assessed by a technician at an iStore Service Centre before iStore will consider any request for late registration. Coverage begins when you register the Plan as described in the instructions included with the Plan. Coverage ends twenty-four (24) months from the original retail purchase date of your Covered Device (the “Plan Term”). Your Plan Confirmation will be emailed to you after registration. These Terms and Conditions, 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 only the product identified in the Plan Confirmation. If the details do not match, email zambia.manager@istore.co.zm.

3. What is Covered?

3.1 Hardware Service.

If, during the Plan Term, you submit a valid claim by notifying iStore that a defect in materials or workmanship has arisen in the Covered Device, iStore will, at its option, either (a) repair the defect at no charge, using new or refurbished parts that are equivalent to new parts in performance and reliability or (b) exchange the Covered Device for a service-replacement product of the same model, which may contain new or refurbished parts that are equivalent to new parts in performance and reliability. If iStore exchanges the Covered Device, the original product becomes iStore's property and the replacement product becomes 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 by notifying iStore that the Covered Device has suffered screen damage as described in this clause 3.2 ("Screen Damage"), iStore will either (i) repair the cracked screen using new or refurbished parts that are equivalent to new parts in performance and reliability or (ii) at iStore's discretion, exchange the Covered Device for a replacement product of the same model as the original product (each a “Service Event”). Screen Damage coverage will expire and all of iStore's obligations to you under this clause 3.2 will be fulfilled, when iStore has provided one (1) Service Event for a Screen Damage claim, even if this occurs before the end of the Plan Term. Screen Damage coverage applies only to a cracked display caused by an accident from handling that results from an unexpected and unintentional external event, for example dropping the Covered Device, during your normal daily use of the Covered Device as intended.

Accidental damage to the back glass is covered only on the following models:

iPhone 15, Iphone 15 Plus, iPhone 15 Pro, iPhone 15 Pro Max, iPhone 16, iPhone 16e, iPhone 16 Plus, iPhone 16 Pro, iPhone 16 Pro Max, iPhone Air, iPhone 17, iPhone 17e, iPhone 17 Pro, iPhone 17 Pro Max, iPhone 18 Pro, iPhone 18 Pro Max.

For the iPhone Duo, only the front glass will be covered and the internal screens are not covered. Back-glass damage on iPhone models listed above not covered under this plan at all.

Screen Damage coverage does not include (a) normal wear and tear, theft, misplacement, reckless, abusive, wilful or intentional conduct associated with the handling or use of the Covered Device, catastrophic damage, liquid damage or damage to the back glass (b) any other act or result not covered by the Plan, as described in clause 4.2 (c) any resulting damage to the Covered Device arising from one or more of the circumstances described in clauses 3.2(a) or (b) or (d) damage to the body of the Covered Device that prevents iStore from carrying out a screen replacement.

You must pay the applicable service fee stated in the Plan Confirmation, in () and inclusive of value-added tax for the Screen Damage claim. iStore may ask you to explain where and when the event occurred and to provide a detailed description of the event. A claim be denied if you do not pay the service fee or do not provide information the event when asked.

3.3 Technical Support.

During the Plan Term, iStore will provide you with access to telephone support resources. Technical support may include assistance with installation, launch, configuration, troubleshooting and recovery (except data recovery), including storing, retrieving and managing files and determining when hardware service is required or Screen Damage coverage may apply. iStore will provide support for the then current version of supported software and the previous Major Release. For purposes of this clause, “Major Release” means a significant version of software commercially released by Apple in a release-number format such as “1.0” or “2.0”, which is not in beta or prerelease form.

3.4 Scope of Technical Support.

Under the Plan, iStore will provide technical support for the Covered Device, its operating system (“iOS”) and software applications pre-installed on the Covered Device (together “Consumer Software”) and for connectivity issues between the Covered Device and a Supported Computer. For purposes of this clause, “Supported Computer” means a computer that meets the Covered Device's connectivity specifications and runs an operating system supported by the Covered Device.

4. What is not Covered?

4.1 Hardware service and Screen Damage coverage are restricted to Covered Devices purchased from iStore or a point of sale nominated by iStore.

4.2 Hardware Coverage and Screen Damage Coverage.

The Plan does not cover (i) installation, removal or disposal of the Covered Device or the provision of equipment while the Covered Device is being serviced (ii) 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 clause 3.2 (c) operating the Covered Device outside the permitted or intended uses described by the manufacturer or (d) service, including upgrades and expansions, performed by anyone who is not a qualified member of an Apple Authorised Service Provider (“AASP”) (iii) a device with a serial number that has been altered, defaced or removed or that has been modified to alter its functionality or capability without the manufacturer's written permission (iv) a Covered Device that has been lost or stolen. The Plan covers only a Covered Device that is returned to iStore in its entirety (v) cosmetic damage to the Covered Device, including scratches and dents, that does not otherwise affect its functionality (vi) preventative maintenance on the Covered Device (vii) defects caused by normal wear and tear or the normal ageing of the product (viii) a Covered Device if you purchased the Plan after you purchased the Covered Device (ix) the battery performance of the Covered Device (x) the provision of a loan unit while the Covered Device is being assessed and (xi) any claim unless it has been assessed internally at an iStore Service Centre and (xii) damage to the body of the Covered Device where that damage prevents iStore from carrying out a screen replacement.

4.3 Technical Support.

The Plan does not include technical support in respect of (i) your use of 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, 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 iOS or Consumer Software covered under the Plan (vi) iOS or any Apple-branded software designated as “beta”, “prerelease”, “preview” or similarly labelled software or (vii) damage to or loss of software or data stored on the Covered Device. The Plan does not cover the recovery or reinstallation of software programs or user data. Important: Do not open the Covered Device. Opening the Covered Device may cause damage that is not covered by the Plan. Only an Apple Authorised Service Provider may service the Covered Device.

5. How to Obtain Service and Support?

You may obtain hardware service, including service relating to Screen Damage coverage and technical support under the Plan by contacting an iStore Service Centre. Keep your Plan Confirmation and the original sales receipts for your Covered Device and the Plan, as they be required if there is any question about the Covered Device's eligibility for coverage. Current contact details are available at https://.co./pages/contact-us.

6. Your Responsibilities.

To receive service or support under the Plan, you agree to comply with the following: (i) provide your Plan Confirmation and a copy of the Covered Device's original proof of purchase, if requested (ii) provide information about the symptoms and causes of the issues with the Covered Device (iii) respond to requests for information, including the Covered Device's serial number, model, operating-system version, installed software, connected peripheral devices, error messages, actions taken before the issue occurred and steps taken to resolve it (iv) follow iStore's instructions, including not sending products and accessories that are not subject to repair or replacement service and packing the Covered Device in accordance with shipping instructions (v) update software to currently published releases, where reasonably practicable, before seeking service and (vi) back up all software and data stored on the Covered Device. During hardware service, iStore may delete the contents of the Covered Device and reformat the storage media. iStore will return your Covered Device or provide a replacement configured as the Covered Device was originally configured, subject to applicable updates. iStore may install iOS updates that prevent the Covered Device from reverting to an earlier version of iOS. Third-party applications may not be compatible with or work on the Covered Device after an iOS update. You are responsible for reinstalling all other software programs, data and passwords.

7. Limitation of Liability.

To the maximum extent permitted by law, iStore and its employees and agents will not be liable to you or any subsequent owner of the Covered Device for indirect or consequential damages, including the costs of recovering, reprogramming or reproducing any program or data or any loss of business, profits, revenue or anticipated savings, resulting from iStore's obligations under the Plan. To the maximum extent permitted by law, the total liability of iStore and its employees and agents to you and any subsequent owner arising under the Plan will not exceed the original price paid for the Plan. cap to or iStore's obligation to provide the repair, replacement or refund benefits expressly due under the Plan iStore does not warrant that (i) it will be able to repair or replace the Covered Device without risk to or loss of programs or data or (ii) the operation of the Covered Device will be uninterrupted or error free. Nothing in the Plan excludes or limits any right, remedy or liability that cannot lawfully be excluded or limited under law (including liability for fraud or wilful misconduct) and the Plan is in addition to and does not affect any rights you may have under law against the seller of the Covered Device.

8. Cancellation.

You may cancel the Plan at any time for any reason by emailing iStore at zambia.manager@istore.co.zm. with your Plan Agreement Number and a copy of the Plan's original proof of purchase. If you cannot locate the original proof of purchase, iStore will accept other reasonable proof of purchase. If you concluded the Plan by way of an electronic transaction, you may also, where of the Electronic Transactions Act, (Act No. 4 of ) applies, cancel the Plan without reason and without penalty within seven (7) days after the date of conclusion of the agreement, in which case any payment already made will be refunded in full within thirty (30) days of the date of cancellation. Unless law provides otherwise, if you cancel within thirty (30) days after purchasing or receiving the 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 receiving the 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 the unexpired Plan Term from the 's purchase date. iStore may cancel the Plan, on written notice to you, for fraud or material misrepresentation.

9. Transfer of Plan.

You may transfer the Plan to a new owner of the Covered Device by emailing notice of the transfer to iStore at zambia.manager@istore.co.zm.You must provide the Plan Agreement Number, the serial number 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.

10. General Terms.

(i) iStore may subcontract or assign performance of its obligations to third parties but will not be relieved of its obligations to you in doing so. (ii) iStore is not responsible for any failure or delay in performing under the Plan caused by events outside iStore's reasonable control. iStore will take reasonable steps to limit the delay, and this does not exclude any statutory right to cancel or obtain a refund. (iii) You are not required to perform preventative maintenance on the Covered Device to receive service under the Plan. (iv) The Plan is offered and valid only in . (v) These Terms and Conditions, the original sales receipt for the Plan and the Plan Confirmation prevail over any conflicting, additional or other terms of any purchase order or other document and constitute your and iStore's entire understanding concerning the Plan. (vi) iStore is not obliged to renew the Plan. If iStore offers a renewal, it will determine the price and terms. (vii) The Plan is governed by the laws of the Republic of and the courts of have jurisdiction over any dispute arising from it. You may first send a complaint to zambia.manager@istore.co.zm., but this does not limit any right or remedy available to you under law. For a Plan concluded electronically, any remedy under the Electronic Transactions Act, (Act No. 4 of ), including a complaint to the , remains available. If any benefit under the Plan constitutes insurance under the Act, 2021 (Act No. of 2021), that benefit the disclosed to you and you may direct any complaint concerning that benefit to the Authority ().

For further information, email zambia.manager@istore.co.zm or visit https://myistore.co.zm/pages/contact-us.