weFix Damage Protection Terms & Conditions
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- The Plan
This service contract governs the hardware service and technical support provided to you by weFix (Pty) Ltd (“weFix”) under the above-mentioned plan (the “Plan”) for your device and excluding any accessories (“Covered Device”) listed on your proof of coverage document (“Plan Confirmation”) purchased from weFix or it’s nominated points of sale offering the Plan. Contact weFix stores or customer service to confirm nominated points of sale.
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- Where the weCare Damage Protection Plan begins and ends Coverage Begins and Ends.
The plan must be purchased with the purchase of your new covered device or at the time of repair of your device or after inspecting your device in store and confirming that the device is free of any physical damage and that your device is in functional condition. The plan will be automatically activated once your payment is complete. Coverage ends twelve (12) months from the original date of purchase of your plan (“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 weCare Damage protection plan confirmation letter.
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- What is Covered in the weCare Damage Protection Plan?
3.1 Screen Damage
If during the Plan Term, you submit a valid claim by notifying weFix that your screen has cracked on the Covered Device, weFix will
(i) repair/ replace the cracked screen using new or refurbished parts that are equivalent to new in performance and reliability free of charge.
Screen Damage coverage will expire and all of weFix’s obligations to you under this section 3.2 will be fulfilled in its entirety before the end of the Plan Term when weFix, as a result of Screen Damage claim, 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 the below and is excluded from the weCare Damage protection plan:
(a) Damage caused from normal wear and tear, theft, misplacement, reckless, abusive, wilful or intentional conduct associated with the handling and use of the Covered Device, catastrophic damage, liquid damage or damage to the back glass,
(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 3.1(a) or (b).
(d) protection against damage to the body of Covered Device resulting in weFix being unable to carry out a screen replacement.
You will be required 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 provide information relating to the event when asked.
3.2. What is not Covered?
3.2.1 Hardware service and accidental damage handling coverage is restricted to Covered Devices specified on your Plan confirmation letter.
3.2.2 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 3.1 above,
(c) operating the Covered Device outside the permitted or intended uses described by the manufacturer, or
(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 weFix 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 the battery performance of the Covered Device.
(ix) The Plan does not include or make any provision for a Loan unit whilst the device is being assessed.
(x) Any claim under this The Plan is subject to an Internal assessment at a weFix Service Centre.
(xi) The Plan does not apply to damage to the body of the Covered Device where such damage prevents weFix from carrying out a screen replacement. This would be the result of impact or damage to the casing of the device which prevents a screen from being fit correctly onto the covered device.
(xii) The Plan does not apply to any collateral damage or additional damage to the device besides a screen replacement
3.3 Technical Support.
The Plan does not include or cover:
3.3.1 Technical Support in respect to issues that can be resolved by upgrading software.
3.3.2 Technical support or repair relating to any consumer software on the device including IOS or third party software. 3.3.3 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.
3.3.4 Any repair to the covered device by a third party repairer. Any third party repair to the device will void the weFix damage protection plan cover.
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- How to Obtain Service and Support?
You may obtain hardware services, which include those relating to accidental damage handling coverage, and technical support. To obtain such services or support, you can contact weFix Service Centres. You need to keep your Plan Confirmation document and the original sales receipt for your Plan, as they will be required if there is any question as to your Covered Device’s eligibility for coverage.
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- 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 Plan’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 peripherals 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 weFix gives you, including but not limited to refraining from sending weFix 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 make sure to backup software and data residing on the Covered Device. DURING HARDWARE SERVICE, weFix MAY DELETE THE CONTENTS OF THE COVERED DEVICE AND REFORMAT THE STORAGE MEDIA. weFix will return your Covered Device, subject to applicable updates. weFix 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.
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- Limitation of Liability
To the maximum extent permitted by applicable law, weFix and its employees and agents will under no circumstances be liable to you to your 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 failure to maintain the confidentiality of data, any loss of business, profits, revenue or anticipated savings, resulting from weFix's obligations under this plan. To the maximum extent permitted by applicable law, the limit of weFix and its employees and agents' liability to you and any subsequent owner arising under the plan shall not exceed the original price paid for the plan. weFix 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.
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- Cancellation
You may cancel this Plan at any time for any reason. If you decide to cancel this Plan, you may contact WeFix in writing with your Plan Agreement Number and you must send a copy of the Plan’s original proof of purchase with your notice or alternatively log into your weCare portal. 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 cover provided under the Plan and less a R150 administrative fee. 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 cover provided under the Plan and a R150 administrative fee, based on the percentage of unexpired Plan Term from the Plan’s date of purchase. WeFix may cancel this Plan for fraud or material misrepresentation. No refund can be given on the plan should you make use of a claim within the 12 month period.
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- Transfer of Plan
You may transfer this Plan to a new owner of the Covered Equipment by sending via email, notice of transfer to weFix. You must provide the Plan Agreement Number, the serial numbers and IMEI of the Covered Equipment being transferred, proof of purchase of the Plan, and the name, address, telephone number and email address of the new owner.
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- General Terms
(i) weFix 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) weFix is not responsible for any failures or delays in performing under the Plan that are due to events outside weFix’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 weFix’s entire understanding with respect to the Plan.
(vi) weFix is not obligated to renew this Plan. If weFix 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 email hello@wefix.co.za
