o 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.
o 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.
o The accidentally damaged screen will not be returned to you and return of the damaged screen to the manufacturer is required.
9. What devices are not covered?
SC+ Standard and/or SC+ Z Premier repairs are restricted to Plan Devices purchased from Samsung or any authorized sales distributor.
Plan Devices purchased second hand and from countries outside of Kenyan 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 Kenya) are not eligible for SC+ Standard and/or SC+ Z Premier.
10. Service Plan exclusions:
o The Service Plans do not apply to installation, removal or disposal of the Plan Device, or providing substitute devices while the Plan Device is being serviced.
o The Service Plans do not include or make any provision for a loan device whilst the Plan Device is being assessed or repaired.
o The Service Plans do not apply to damage caused to a device that is not the Plan Device.
o The Service Plans do not cover abuse or misuse of the Plan Device.
o The Service Plans do not cover damages caused to the Plan Device by fire, earthquake or other external causes of damage.
o The Service Plans do not cover operating the Plan Device outside the permitted or intended uses described by the manufacturer.
o The Service Plans do 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.
o The Service Plans do not apply to a Plan Device that is lost or stolen.
o The Service Plans do 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.
o The Service Plans do not provide preventative or other maintenance on the Plan Device.
o The Service Plans do not apply to defects and/ or damage caused by normal wear and tear or which are due to normal aging of the Plan Device.
o The Service Plans do not apply to the battery performance of the Plan Device.
o Any claim for Repair under this Standard Plan and/or Z Premier Plan is subject to an internal validity assessment at an Authorised Samsung Service Centre.
o 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.
o 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.
o 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 or Z Premier Service Repair Support, You can contact Samsung Customer Care on (0800 545 545) and/or deliver the Plan Device to a Samsung Authorized Service Centre (to find the nearest ASC refer to https://www.samsung.com/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:
o 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.
o You will provide information about the Accidental Damage event involving the Plan Device.
o You will respond to all requests for information, including but not limited to the Plan Device’s serial number and model.
o 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
o Your Repair Fee must be paid immediately upon Your Plan Device repair submission to the repair centre or the repairs will not commence.
o You will be required to authorise the Repairs in writing at the time of submitting your Plan Device for repair.
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 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
o Samsung is not obligated to renew this Service Contract and/or Service Plans.
o If Samsung does offer to provide a further Service Plan, it will determine the price, period and the terms governing such further Service Plan.
o 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.
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.
This Service Contract is not transferable by You.
In case however of the following, the IMEI number of Your Plan Device may change:
o an out of box defective Plan Device, or
o Plan Device replacement within 7 (seven) days from original Plan Device purchase date due to Plan Device failure, or
o Plan Device replacement due to uneconomical reasons for repairs.
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 Condition
21.1. Samsung is not responsible for any material failures or delays in performing repairs under this Service Contract that are due to events outside Samsung’s reasonable control.
21.2. Samsung will not perform preventative or other maintenance on the Plan Device under this Service Contract.
21.3. Each Service Plan is offered and valid only in Kenya 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 Plan and/or Z Premier benefit in Kenya, as that is the country within which, you registered your Standard Plan and/or Z Premier Plan under.
21.5. Samsung will not be liable for damages or any other consequences which arise as a result of force majeure incidents, including but not limited to conflict in the workforce, natural phenomena such as earthquakes, floods, pandemics, epidemics, fire, war, decisions and decrees made by Governments or Authorities, strikes or shortages of transportation facilities, fuel, energy labour or materials; or similar circumstances.
21.6. The terms of this Service Contract, and the Plan Confirmation, prevail over any conflicting, additional, or other terms of any purchase order or other document.
21.7. There is no informal dispute settlement process available under this Service Contract.
21.8. The T&Cs shall be governed and construed in accordance with the Laws of the Republic of Kenya and the parties agree to submit to the exclusive jurisdiction of the courts of the Republic of Kenya with regard to any dispute arising in relation hereto.
For Samsung Care+ customer support and queries, please contact: