Axiom Telecom KSA

Damage Protection Service Plan

Terms and Conditions

1.       Your Service Plan

When you take out your Axiom Damage Protection Service Plan in KSA you enter in to a contract for a period of 12 months from the time of purchase.  These are the terms and conditions of your Axiom Damage Protection Service Plan (Service Plan), in them you will find full details of what is covered, what is not covered and the limits and conditions that apply.

When you pay in full for this Service Plan you will be eligible to benefit from its features and benefits for the term of the contract. 

2.       Service fee

When an incident happens and a repair is required under the terms of this Service Plan there will be a service fee payable by you to avail the service (Service Fee).  Where the Covered item is beyond economic repair and a replacement is required we provide you with a retail voucher to the value of the item minus the depreciation value based on its age.  We’ll collect this payment from you before replacing the phone or after repairing it.

Repair Service Fee                                                            Depreciation

3.       Service Plan contract

These terms and conditions form your Service Plan contract with us, please read them and keep them safe.  In return for you paying your fees we will provide all relevant services as set out in these terms and conditions, to repair or replace the Covered item in the event of a covered incident, providing you and anyone using the Covered item complies with these terms and conditions.

We will always try to repair the Covered item in the first instance, where this is not possible or not economically viable, we will provide Axiom vouchers to the value of the Covered item.

4.       Service Plan Period

The contract begins on the date the Covered item is purchased together with the Service Plan.  This date is shown on the sales receipt of the Covered item and continues for 12 months or until a service request for service is made and accepted, whichever is earlier.

5.       Making a service request

a)       Report any incident likely to give rise to a service request to your local Axiom service center within 48 hour of discovery.

b)       We may ask you to complete a service request form and return it together with the receipts and any other documents required to support you to make the service request.

c)       This may include details of the make, mode and serial number (IMEI number for a mobile item) of any covered item.

d)       For service center locations please visit www.ksa.axiomtelecom.com/pages/store or call 9200-AXIOM (29466)

6.       What is covered?

6.1    Damage covered under this Service Plan must meet the following criteria:

a.        Sudden and unexpected damage to the Covered item; and

b.       Unintentional damage (not caused deliberately); that

c.        Prevents the Covered item from meeting its designed function

7.  What is NOT covered?

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7.1   Any Incident occurring outside the Service Plan Period

7.2   The Service Fee or depreciation fee

7.3   Damage caused due to negligence

7.4   Any Covered item that was not in full working order when you purchased the Service Plan;

7.5   Damage as a result of a Covered item being used by someone else other than you or a member of your Family;

7.6   Any service request where you are unable to provide the Receipt or satisfactory proof of purchase of a Covered item;

7.7   Any service request where the serial number for a Covered item or the IMEI number for a Mobile Phone has been removed or tampered with in any way

7.8   Any Incident involving covered damage that results in a service request for the Covered item which is not reported to us within 48 hours of discovery;

7.9    Damage caused by any form of portable external storage media including but not limited to memory cards, USB memory sticks or other digital recording equipment as well as accessories;

7.10             Cosmetic Damage, wear and tear, rusting or other deterioration due to normal use or exposure, or where there has been a failure to follow the manufacturer’s instructions for the Covered item;

7.11             Any software or data installed on the Covered item, such as telephone numbers, ringtones, music, pictures, applications or videos, damage caused as a result of a virus damage caused by the installation of software or applications or any costs incurred during reinstallation;

7.12             Any costs suffered by you or a member of your Family as a result of not being able to use any Covered item or any costs other than the repair or replacement cost of a Covered item;

7.13             Any service request arising from the confiscation, requisition or destruction of a Covered item by any government, public or legal authority;

7.14             Any labor or other charges incurred where a fault cannot be found with a Covered item;

7.15             Any costs or damage caused to a Covered item by war, terrorism, invasion, revolution or any similar event;

7.16             Damage to any accessories or other items which are not defined as an electronics product;

7.17             Software malfunctions or other issues related to or caused due unauthorized software enhancements;

7.18             Damage caused due to rooting, jail breaking or installing Custom ROMs or other software that may affect the Covered item’s hardware;

7.19             Any accessories that may be included or bundled with the Covered item including not limited to batteries, headphones, chargers, charger cables, cases, covers, camera lenses and any other accessories; and/or

7.20             Unauthorized repair or modification undertaken by any third party service provider.

8.       General Conditions

8.1   Service Fees – You are responsible for paying the Service Fees - payable upon request.  Failure to do so may result in us cancelling your Service Plan or refusing your service request.

8.2   Reasonable precautions – You are responsible for keeping you item in a good state of repair and taking reasonable steps to prevent damage.

8.3   Changes we can make to the Service Plan - We can review and change the Service Fee or change the terms and conditions of the Service Plan. The changes may increase or reduce the Service Fee and may improve or reduce the cover provided by the Service Plan, including the Service Plan limits.   You will be given at least 30 days’ notice in writing of any change which will be sent to your Home address or registered email address with Axiom.  The circumstances that may give rise to a change in Fee or to the terms and conditions of the Service Plan include (but are not restricted to): significant adverse service requests experience, significant increase in our operating costs, inflation, economic and environmental factors, and changes in legislation, or taxation.

8.4   What to do if you need to make a complaint - If you have cause for dissatisfaction and wish to lodge a complaint please contact the Axiom help line on 9200-29466.  We will aim to promptly solve customers’ complaints at the initial point of contact.  Your complaint will be responded to by the relevant team, who will aim to resolve your complaint, within two working days of receiving your complaint, where possible. If the help line team cannot resolve your complaint within this time, they will write to you within five working days and endeavor to resolve the problem within four weeks.

8.5   Replacement - Replacement parts or products may be new or rebuilt to meet the manufacturer’s specifications of the original product at our discretion. Our obligations under this Service Plan will be fulfilled in their entirety if we replace your Covered item with a new or refurbished Covered item or issue you a voucher or gift card for replacement value.

8.6   Fraud – We have a responsibility to detect and refuse fraudulent service request service requests to protect our genuine customers.  If you or anyone acting on behalf of you makes a false or fraudulent service request or supports a service request with any false or fraudulent document or statement including inflating or exaggerating a service request, you will lose all benefits and Fees you have paid for the Service Plan. We may also recover any sums we have already paid under the Service Plan. If you or a Family member provides us with false information, statements or documents, we will record this on anti-fraud databases and may also notify other organizations.  If we believe the circumstances of the damage as described to us do not fully account for the damage identified by our technical team we reserve the right to refuse the service request and cancel your Service Plan.

8.7   Law Applied - Law applying to the Service Plan (unless agreed otherwise) is the law of Kingdom of Saudi Arabia (KSA) as applied by the courts of KSA. Disputes shall be submitted to the courts of KSA.

8.8   Language of the Service Plan - The language of the Service Plan and all communications relating to it will be English.

8.9   VAT –All fees are inclusive of VAT.

9.       Definitions

Covered Item – A relevant Mobile Phone and/or tablet owned by you or a member of your Family and purchased from Axiom or its authorized resellers and evidenced by a Receipt.

Home - The registered address supplied by you as your permanent place of residence.

Family - Any member of your immediate family who lives with you at your Home

Incident - An event or a series of events, which result in the breakdown or damage to your Covered item

Damage - The sudden and unexpected failure of your Covered item caused by accidental damage, liquid damage or catastrophic damage that prevents your Covered item from meeting its designed function.

Cosmetic Damage – Cosmetic damage is a degree of physical damage that simply refers to impairment of only the appearance of a Covered item, but not its functionality. Example: Discoloration, Scratches, Cracks/

Dents on the Covered items

Receipt – The purchase invoice received when the Covered item(s) are purchased from Axiom or an Axiom authorized reseller setting out the Covered item(s) and related Axiom Damage Protection Plan(s).