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SAMSUNG CARE+ STANDARD (SC+ STANDARD) AND Z PREMIER (SC+ PREMIER) SERVICE PLAN TERMS AND CONDITIONS

 

1. RECITALS

   This is a Service Contract and not a contract of insurance.

 

THIS SERVICE CONTRACT IS SUPPLEMENTARY TO THE MANUFACTURER’S WARRANTY, BUT PROVIDES ADDITIONAL BENEFITS DURING AND AFTER THE TERM OF THE MANUFACTURER’S WARRANTY. EVENTS COVERED BY THE MANUFACTURER DURING THE MANUFACTURER’S WARRANTY PERIOD ARE NOT COVERED UNDER THIS SERVICE CONTRACT.

 

THIS SERVICE CONTRACT IS APPLICABLE TO COVERED DEVICES PURCHASED OR RECEIVED ON CONTRACT AS FROM 18 OCTOBER 2023.

 

“You/Your” means the owner of the Plan Device under this Service Contract.

 

2.      SERVICE CONTRACT ADMINISTRATOR

2.1   The Service Contract Administrator is IUA Business Solutions (Pty) Ltd which is the entity responsible for the administration of this Service Contract.

2.2   Service Contract for Standard Service (“Standard Plan”) and Z Premier Service (“Z Premier Plan”) referred to as “Service Plans”

2.3   This Service Contract governs the hardware repair services provided to You by Samsung Electronics South Africa (Pty) Ltd (“Samsung”) in relation to Your Samsung product (“Plan Device”) purchased from Samsung or its nominated points of sale and listed on Your confirmation document (“Plan Confirmation”).

 

3.      REGISTRATION PERIOD

If You do not register for the Standard Plan and/or Z Premier at the time of purchase of the Plan Device, you will still enjoy a 30-calendar day registration period in which You may register Your Plan Device for the SC+ Standard and/or Z Premier benefit. If during this 30-calendar day period You do not register for the Standard Plan, then You will not be eligible for the SC+ Standard and/or Z Premier benefit.

 

4.      PLAN TERM

4.1. This Service Contract will commence and take effect immediately on the date of purchase of the Plan Device, or in the event that the Plan Device is obtained by You by way of contract with a network operator the Service Contract will commence and take effect immediately on the date the contract was concluded between You and the network operator. This Service Contract will endure for a maximum period and number of repairs as set out below, dependant on the Service Plan option selected.

Service Plan

Plan Term

Maximum Number of Repairs

Standard Plan

12 Months

1

Z Premier Plan

12 Months

1

 

4.2 This Service Contract will terminate in the following instances, whichever is      the earlier date:

1.      Upon the expiration of the Plan Term (which expiration or end date will be confirmed on the Plan Confirmation Document), or

2.      Upon provision of the maximum number of Repairs (which number will be confirmed on the Plan Confirmation Document) or

3.      Until cancelled by either You or samsung.

 

5.      WHEN THE SERVICE PLANS COMMENCE AND END

5.1   The Standard and/or Z Premier Plan must be redeemed within the first 30 calendar days from the date of purchase of Your Plan Device or in the event that You receive Your Plan Device by way of contract with a network operator, you must apply within the first 30 calendar days from the date of commencement of the contract.

5.2   The Service Plans begin retroactively from the date of purchase of Your Plan Device or date of commencement of Your contract (“Commencement Date”) and continue for the duration of the Plan Term.

5.3   Your Plan Confirmation will be sent to You via email and SMS. The terms of the Service Plan, the original sales receipt for Your Service Plan and the Plan Confirmation are each part of Your Service Contract. A separate Standard Plan and/or Z Premier must be redeemed for each Plan Device.

 

 

6.      WHAT IS COVERED

6.1 Samsung Care+ Standard Service (SC+ Standard).

 If during the Plan Term You notify Samsung that the Plan Device has suffered a front screen damage caused by an unexpected and unintentional external event (e.g. device drop) that arises during Your normal daily usage of the Plan Device (“Accidental Damage”), Samsung will, subject to the payment of the Repair Fee, repair the damaged front screen, using new and original Samsung parts (known as a “Repair”). Samsung’s obligations to You in terms of this Service Contract will expire or will be entirely fulfilled before the end of the Plan Term when Samsung has provided to You one (1) Repair. Repairs only apply to an operational or mechanical failure caused by Accidental Damage. Repairs do not include operational or mechanical failure due to normal wear and tear, theft, misplacement, reckless, abusive, wilful or intentional conduct associated with handling and use of the Plan Device, and any other act not covered by the Standard Plan.

 

6.2   Samsung Care+ Z Premier Service (SC+ Z Premier)

6.2.1      If during the Plan Term You notify Samsung that the Plan Device

has suffered either an inner foldable screen or front screen damage caused by an unexpected and unintentional external event (e.g. device drop) that arises during Your normal daily usage of the Plan Device (“Accidental Damage”), Samsung will, subject to the payment of the Repair Fee, repair either the damaged inner foldable screen or damaged front screen, using new and original Samsung parts (known as a “Repair”). Samsung’s obligations to You in terms of this Service Contract will expire or will be entirely fulfilled before the end of the Plan Term when Samsung has provided to You one Repair. Repairs only apply to an operational or mechanical failure caused by Accidental Damage. Repairs do not include operational or mechanical failure due to normal wear and tear, theft, misplacement, reckless, abusive, wilful or intentional conduct associated with handling and use of the Plan Device, and any other act not covered by the Z Premier Plan.

 

6.3 If Your Plan Device has simultaneously suffered both an inner foldable screen damage and a front screen damage under the Z Premier Plan, You will only be entitled to either an inner foldable screen repair or a front screen repair in exchange for the relevant Repair Fee under this Service Contract. You will not be entitled to both an inner foldable screen and front screen repair under the Z Premier Plan.

 

7.      Covered Plan Devices:

Service Plan Type:

Plan Device Model:

Standard Plan

Galaxy S23, S23+, S23 Ultra, S23FE, S22, S22+, S22 Ultra, S21, S21+,S21, S21FE, A13, A22, A23, A24, A32, A33, A34, A52,A53, A54, A72, and A73

Z Premier Plan

Galaxy Z Fold3, Z Flip3, Z Fold4, Z Flip4, Z Fold5 and Z Flip5.

 

8.      REPAIR FEE

8.1       Based on the Service Plan you receive You will pay a Repair Fee in the following sum for the front screen or inner foldable screen repair claim, in respect of the following Plan Device models:

    

Service Plan Type:

Repair Fee:

Type of Repair:

Plan Device Model:

Standard Plan

11 800 XOF (West African CFA Francs), which amount is inclusive of VAT, for 1 (one) front screen repair only.

Front screen repair

A13, A22, A23 and A24.

Standard Plan

14 750 XOF (West African CFA Francs), which amount is inclusive of VAT, for 1 (one) front screen repair only.

Front screen repair

Galaxy A32, A33, A34, A52, A53, A54, A72 and A73

Standard Plan

29 500 XOF (West African CFA Francs), which amount is inclusive of VAT, for 1 (one) front screen repair only.

Front screen repair

Galaxy S23, S23+, S23 Ultra, S23FE, S22, S22+, S22 Ultra, S21, S21+, S21Fe and S21

Z Premier Plan

 59 000 XOF (West African CFA Franc), which amount is inclusive of VAT, for 1 (one) repair only, which repair can either be an inner foldable screen repair or a front screen repair.

Front screen or inner foldable screen repair

Galaxy Z Fold3, Flip3, Z Fold4, Z Flip4, Z Fold5 and Z Flip5.

 

8.2   You may be asked to provide a detailed explanation of where and when the Accidental Damage occurred. A Repair will be denied if You fail to pay the Repair Fee or fail to provide information relating to the Accidental Damage when asked.

8.3    You must immediately pay the Repair Fee in order for Your Plan Device to be repaired. If the Repair Fee is not paid upfront your Plan Device will not be repaired

8.4   The accidentally damaged screen will not be returned to you and return of the damaged screen to the manufacturer is required.


8.5   The Repair Fees are subject to change without notice. Current repair fees can be found on the following website: https://117.p.syniva.es/africa_en/offer/samsung-care-plus/.
 
8.6   Samsung reserves the right to unilaterally amend this Service Contract by giving notice to You. The current Service Contract can be found on the following website: https://117.p.syniva.es/africa_en/offer/samsung-care-plus-mali-terms/

9.      WHAT DEVICES ARE NOT COVERED?

9.1. SC+ Standard and/or SC+ Z Premier repairs are restricted to Plan Devices purchased from Samsung or any authorized sales distributor.

9.2. Plan Devices purchased second-hand and from countries outside of Mali borders, or Plan Devices with SKU numbers other than ECT, ACR, AFR, DKR, XFA or XFE (being non-counterfeit Plan Devices) purchased locally or imported from another country outside of Mali are not eligible for SC+ Standard . and/or SC+ Z Premier.

 

10.     SERVICE PLAN EXCLUSIONS:

10.1 The Service Plan does not apply to installation, removal or disposal of the Plan Device, or providing substitute devices while the Plan Device is being serviced.

10.2. The Service Plan does not include or make any provision for a loan device whilst the Plan Device is being assessed or repaired.

10.3. The Service Plans do not apply to damage caused to a device that is not the Plan Device.

10.4. The Service Plan does not cover abuse or misuse of the Plan Device.

10.5. The Service Plan does not cover damages caused to the Plan Device by fire, earthquake or other external causes of damage.

10.6. The Service Plan does not cover operating the Plan Device outside the permitted or intended uses described by the manufacturer.

10.7. The Service Plan does not apply to a Plan Device with a serial number that has been altered, defaced or removed, or a Plan Device has been modified to alter its functionality or capability without the written permission of the manufacturer.

10.8 The Service Plan does not apply to a Plan Device that is lost or stolen.

10.9. The Service Plan does not apply to cosmetic damage to the Plan Device, including but not limited to scratches and dents that does not otherwise prevent the functionality of the Plan Device.

10.10. The Service Plan does not provide preventative or other maintenance on the Plan Device.

10.11. The Service Plan does not apply to defects and/ or damage caused by normal wear and tear or which are due to normal aging of the Plan Device.

10.12. The Service Plan does not apply to the battery performance of the Plan Device.

10.13. Any claim for Repair under this Standard and/or SC+ Z Premier Plan is subject to an internal validity assessment at an Authorised Samsung Service Centre.

10.14. The Standard Plan applies to front screen only i.e. LCD. Any other parts requiring replacement or repair, to return the Plan Device to manufacturing standards is payable by You.

10.15   The Z Premier Plan applies to either the inner foldable screen or front screen only i.e. LCD. Any other parts requiring replacement or repair, to return the Plan Device to manufacturing standards is payable by You. The Z Premier Plan does not cover simultaneous damage to both the front and inner foldable screen, only one screen can be claimed for in this instance.

10.16. Any other damage to the Plan Device identified or arising during the Repair process is payable by You.

 

11.   DELAYS AND CONSEQUENTIAL LOSS

Samsung will exercise reasonable efforts in providing the service under this Service Contract, but will not be liable for any damages arising out of delays; and in no event, will Samsung be liable for any indirect and/or consequential damages whatsoever.

 

12.   TECHNICAL SUPPORT

The Standard and/or Z Premier Plan does not include Technical Support.

 

13.   HOW TO OBTAIN REPAIR SUPPORT?
 
To obtain this SC+ Standard and/or Z Premier Service Repair Support, You can contact Samsung Customer Care on 8000-0077 and/or deliver the Plan Device to a Samsung Authorized Service Centre (to find the nearest ASC refer to https://117.p.syniva.es/africa_en/support/service-centre/).

 

You need to keep Your Plan Confirmation document and the original sales receipt for Your Plan Device or copy of Your contract concluded with the network operator, as such documentation will be required if there is any question as to Your eligibility for Repairs.

 

14.   YOUR RESPONSIBILITIES

To receive support under the Standard and/or Z Premier Plan, you agree to comply with each of the terms listed below:

14.1. You will provide Your Plan Confirmation document and a copy of Your Plan Device’s original proof of purchase or copy of Your contract concluded with the network operator, if requested.

14.2. You will provide information about the Accidental Damage event involving the Plan Device.

 14.3. You will respond to all requests for information, including but not limited to the Plan Device’s serial number and model.

 14.4. You will follow the instructions Your Service Contract Administrator gives You, including but not limited to refraining from booking in products and accessories at the Samsung ASC Authorised Service Centre under this Service Contract that are not subject to a Repair.

 14.5 Your Repair Fee must be paid immediately upon Your Plan Device repair submission to the Samsung Authorized Service Centre or the repairs will not commence.

 

15.   INELIGIBLE FOR REPAIRS

This Service Contract does not provide any repair or service for devices held in inventory or sample devices or devices held as Your stock in trade. This Service Contract is only available for new communications Plan Devices under the manufacturer’s warranty.

 

16.   LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SAMSUNG AND ITS EMPLOYEES AND AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER OF THE PLAN 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 DATA OR ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM SAMSUNG’S OBLIGATIONS UNDER THIS SERVICE CONTRACT. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF SAMSUNG’S AND ITS EMPLOYEES’ AND AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THIS SERVICE CONTRACT SHALL NOT EXCEED THE REPAIR FEE PAID UNDER THIS SERVICE CONTRACT. SAMSUNG SPECIFICALLY DOES NOT WARRANT THAT IT WILL BE ABLE TO REPAIR THE PLAN DEVICE WITHOUT RISK TO OR LOSS OF PROGRAMS OR DATA, IT WILL MAINTAIN THE CONFIDENTIALITY OF DATA, OR THAT THE OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR-FREE.

 

17.   FURTHER SERVICE PLANS

17.1. Samsung is not obligated to renew this Service Contract and/or Service Plans.

17.2. If Samsung does offer to provide a further Service Plan, it will determine the price, period and the terms governing such further Service Plan.

17.3. In the event that Samsung elects to offer to provide a further Service Plan, Samsung will give You at least forty (40) business days’ written notice prior to the end of the Plan Term, which notice will set out the new terms of the further Service Plan and the Repair Fee applicable to the further Service Plan.

 

18.   CANCELLATION

Samsung may cancel this Service Contract 10 business days after giving written notice to You of a material failure by You to comply with the Service Contract. Samsung may further cancel this Service Contract for fraud or material misrepresentation immediately on notice to You.

 

19.   TRANSFER

19.1. This Service Contract is not transferable by You.

In case, however, of the following, the IMEI number of Your Plan Device may change:

19.1.1. An out of box defective Plan Device, or

19.1.2. Plan Device replacement within 7 (seven) days from original Plan Device purchase date due to Plan Device failure, or

19.1.3. Plan Device replacement due to uneconomical reasons for repairs.

19.2. It is Your responsibility to notify and send proof of the IMEI number change to the Service Contract Administrator. The Service Contract Administrator will verify with Samsung if the change in the IMEI number of the Plan Device is valid before an IMEI number change will be made to Your existing Service Plan.

20.   WHAT YOU MUST DO

In order to keep this Service Contract in force during the Plan Term, You must maintain the Plan Device in accordance with the service requirements set forth by the manufacturer’s specifications, including cleaning and maintenance. It is Your responsibility to protect the Plan Device from further damage and comply with the owner’s manual. You must notify the Service Contract Administrator in writing if Your address changes.

 

21.   GENERAL TERMS AND CONDITIONS

21.1     Samsung is not responsible for any material failures or delays in performing repairs under the Service Plan that are due to events outside Samsung’s reasonable control. Samsung will however notify You of any such event outside of Samsung’s reasonable control.

21.2     We will not perform preventative or other maintenance on the Plan Device under the Service Plan

21.3     The Service Plan is offered and valid only in Mali and only in respect of Plan Devices with SKU numbers ECT, ACR, AFR, DKR, XFA or XFE.

21.4     Subject to registration of your device as outlined in section 21.3 you will only be allowed to claim for your Standard and/or Z Premier Plan benefit in Mali, as that is the country within which, you registered your Standard Plan under.

21.5     The terms of the Service Plan, including the original sales receipt of the Service Plan and the Plan Confirmation, prevail over any conflicting, additional, or other terms of any purchase order or other document.

21.6     There is no informal dispute settlement process available under this Service Plan.

21.7     Samsung does not provide any warranty or guaranty express or implied in the performance of the terms and conditions of this Contract or any purpose as to quality, fitness for purpose or merchantability.

21.8     Samsung accepts no liability or responsibility, occasioned by any circumstance not foreseeable and not within its reasonable control for late or delayed repairs of any screen owing to, but not limited to, parts unavailability, strike, lock out, any civil commotion or disorder, riot, threat of war, any action taken by governmental authority or public authority of any kind, fire, explosion, storm, flood, earth quake or other acts of God, epidemic or pandemics.

 

22. GOVERNING LAW

 

22.1 This contract shall be governed by the substantive laws of Republic of Mali, excluding its conflict rules.

22.2 In the event of there being a dispute relating to or arising out of this Contract, including without limitation regarding the scope, effect, validity, implementation, execution, interpretation, rectification, termination or cancellation of this Contract, such dispute shall be finally resolved on the terms as provided for below:

22.2.1       Either party may send a Dispute Notification to the other party stating the terms of its grievances.

22.2.2       The parties shall commence negotiations for the purpose of resolving the dispute.

22.2.3.      If the dispute remains unresolved within 10 days from the date of receipt of the Dispute Notification, the dispute shall be submitted to a court of competent jurisdiction in Republic of Mali, for determination.

For Samsung Care+ customer support and queries, please contact:

Email: [email protected]