ACCIDENTAL DAMAGE PROTECTION TERMS AND CONDITIONS
Star Shield Accidental Damage Protection (ADP) Contract (June 2018)
1. HOW CONSUMER RIGHTS AFFECT THIS PLAN
The benefits conferred by this plan are in addition to all rights and remedies provided under the Consumer Protection Laws and Regulations. This plan shall not prejudice the rights granted by applicable consumer law, including the right to receive remedies under statutory warranty law and to seek damages in the event of the non-performance by Star Shield of any of its contractual obligations.
2. THE PLAN
This service contract governs the hardware service and technical support provided to you by Star Shield under the above mentioned plan (each referred to herein as the “Plan”) for any (i) Notebooks with Purchase Price below SGD$400 and (ii) any Apple or Android based tablet devices, (“Covered Device”) listed on your proof of coverage document (Plan Confirmation).
In this Contract, the following words have the following meanings:
(i) “We”, “Us”, “Our” refer to the Star Shield authorised retailer
(ii) “You”, “Your” refers to the purchaser of the Star Shield Accidental Damage Protection Plan.
(iii) “Equipment” refers to the product covered by the ADP Plan
(iv) “Warranty”, “Plan” refers to the Accidental Damage Protection Plan
(v) “On site” refers to Singapore main land
(vi) “Plan Term” refers to the period when the plan is still active
4.1 WHEN COVERAGE BEGINS AND ENDS
Coverage begins when You purchase the Plan. Coverage ends twelve (12) / twenty-four (24) months from the date of retail purchase of Your original Covered Device. Your Plan Confirmation will be provided to You at or about the time of purchase or sent to You automatically thereafter. The terms of this Plan, the original sales receipt for Your Plan and the Plan Confirmation are each part of Your service contract. You can find the price of the Plan on the original sales receipt. Coverage under this Plan is additional to the coverage provided under applicable mandatory laws, the manufacturer’s hardware warranty and complementary technical support.
4.2 WHAT IS COVERED?
Star Shield ADP covers the spare parts and repair costs of the product from accidental damage resulted from handling for (i) Screen Crack ONLY for tablets, and (ii) Screen Crack and Hard Disk Drive Failures ONLY for PC/Notebooks. If during the Plan Term You submit a valid claim notifying Star Shield that the Covered Device has failed due to accidental damage from handling (“ADP”), Star Shield will, subject to the service fee described below, repair the defect using new or refurbished parts that are equivalent to new in performance and reliability (known as a “Service Event”). ADP coverage will expire prior to the end of the Plan Term and all of Star Shield’s obligations to You will be fulfilled in their entirety once Star Shield, as a result of ADP claims, has provided to You one Service Event. ADP coverage only applies to an operational or mechanical failure caused by an accident from handling that is the result of an unexpected and unintentional external event (e.g. drops and damage NOT caused by liquid contact other than as a result of defect in material and workmanship) that arises from Your normal daily usage of the Covered Device as intended for such Covered Device.
Important: Star Shield may ask You to provide an explanation of where and when the accident occurred with a detailed description of the actual event. Star Shield reserves the right to deny Your claim if You fail to pay the service fee or provide information relating to the accident when asked.
4.3 MAKING CLAIMS
You can submit a claim notifying Star Shield via Our hotline: 6586 7788 during office hours, Mondays to Fridays, 9.00am-6.00pm (excluding public holidays) or email to firstname.lastname@example.org inform Us that the Covered Device has failed due to accidental damage from handling (ADP). Alternatively, You can visit Star Shield at any of its 9 stores across Singapore to submit a claim and leave Your device. You must provide Your product serial number and a copy of Your Plan’s original proof of purchase, if requested. Repairs without prior authorisation from Us will not be covered.
4.4 EXCESS FEE
An SGD$50-dollar service fee including applicable tax will be incurred for each ADP claim under the Plan. Star Shield reserves the right to deny any claims if You fail to pay for the service fee.
5. SCOPE OF WARRANTY
The Warranty is only applicable if all the following conditions are met:
(i) The Plan is purchased directly from Us.
(ii) The registered Equipment is used in Singapore and for personal use only.
(iii) The Equipment can be repaired in Singapore (mainland only).
(iv) We reserve the right to vary or modify the terms and conditions of the Warranty any time without prior notice.
1. Under Star Shield Accidental Damage Protection (ADP) for all devices, hardware service and ADP coverage will be restricted to the country or jurisdiction where the Covered Device was originally purchased.
2. Hardware Coverage and ADP Coverage
(i) The Plan does not apply to installation, removal or disposal of the Covered Equipment, or provision of Equipment while the Covered Equipment is being serviced.
(ii) The Plan does not apply to damage caused by (a) any form of water damage, (b) a product that is not the Covered Equipment, (c) abuse, misuse, fire, earthquake or other external causes (d) operating the Covered Equipment outside the permitted or intended uses described by the manufacturer, or (e) service performed by anyone who is not a representative of Star Shield nor a Star Shield Authorised Service Provider (“SSASP”).
(iii) The Plan does not apply to a product 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. You shall furnish to Us the new serial number of the Equipment replaced under the Manufacturer’s warranty within 30 days, failing which this Warranty is excluded.
(iv) The Plan does not apply to Covered Equipment that has been lost or stolen. This Plan only applies to Covered Equipment returned to Star Shield in its entirety.
(v) The Plan does not apply to cosmetic damage to the Covered Equipment, including but not limited to scratches and dents that do not otherwise affect the functionality of the Covered Equipment.
(vi) The Plan does not apply to preventative maintenance on the Covered Equipment.
(vii) The Plan does not apply to protection against normal wear and tear, theft, misplacement, reckless, abusive, wilful or intentional conduct associated with handling and use of the Covered Device.
(viii) The Plan does not apply to a pre-existing condition on any Covered Equipment if You purchased the Plan after You purchased the Covered Equipment.
3. Technical Support
The Plan does not apply to the Technical Support of any form for the Equipment serviced including but not limiting to:
(i) Information or software stored within the Hard Disk Drives that is serviced under the ADP Plan for PC/Notebooks. Star Shield will not be liable for the loss of software or valuable data residing in the serviced Hard Disk Drive (HDD).
(ii) Recovery or reinstallation of software programs and user data.
(iii) Your use of the OS and Consumer Software as server-based applications.
(iv) Issues that could be resolved by upgrading software to the then current version.
(v) Support for third-party products or their effects on or interactions with the Covered Equipment, the OS or Consumer Software.
(vi) All other software issues that may arise from the ADP Plan.
Important: Do not open the Covered Equipment, as damage caused as a result of opening the Equipment is not covered by this Plan. Only Star Shield should perform service on the Covered Equipment.
6. YOUR RESPONSIBILITIES
To receive service or support under the Plan, You agree to comply with each of the terms listed below.
(i) Provide Your product serial number and a copy of Your Plan’s original proof of purchase, if requested.
(ii) Provide relevant and truthful information about the symptoms and causes of the issues with the Covered Equipment.
(iii) Respond to requests for information, including but not limited to the (a) Covered Equipment serial number; or (b) model; or (c) version of the operating system and software installed; or (d) any peripherals devices connected or installed on the Covered Equipment; or (e) any error messages displayed; or (f) the actions which were taken before the Covered Equipment experienced the issue and the steps taken to resolve the issue.
(iv) Proceed with instructions that Star Shield gives You, including but not limited to refraining from sending products and accessories that are not subject to repair or replacement service.
(v) Backup software and data residing on the Covered Equipment. The contents and software of the covered Equipment may be lost or re-formatted during service. Star Shield will not be responsible for any damage to or loss of any programs, data, or other information stored on any media or any part of any Product serviced. Star Shield will return Your Covered Equipment or provide a replacement as the Covered Equipment was originally configured, subject to applicable updates. Star Shield may install OS updates as part of hardware service that will prevent the Covered Equipment from reverting to an earlier version of the said OS. Third party applications installed on the Covered Equipment may not be compatible or work with the Covered Equipment as a result of the OS update. You will be responsible for reinstalling all other software programs, data and passwords.
7. LIMITATION OF LIABILITY
To the maximum extent permitted by applicable law, Star Shield and its employees and agents will under no circumstances be liable to You or any subsequent owner of the covered Equipment 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 business, profits, revenue or anticipated savings, resulting from Star Shield’s obligations under this plan. To the maximum extent permitted by applicable law, the limit of Star Shield and its employees and agent’s liability to You and any subsequent owner arising under the plan shall not exceed the original price of the Plan. Star Shield specifically does not warrant that (i) it will be able to repair or replace covered Equipment 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.
This Warranty is not an insurance policy but providing for repairs for covered breakdowns and defects.
8. CANCELLATION OF PLAN
You may cancel this plan at any time before expiration of the Plan or before the fulfillment of a Service Event with the written consent of Star Shield. To do so, You may contact Star Shield via Our hotline, or You may send an email notice with Your Plan Agreement Number. You must send a copy of the Plan’s original proof of purchase with Your notice. Unless local law provides otherwise, if You cancel within seven (7) 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 service provided under the Plan. If You cancel more than seven (7) days after Your receipt of this Plan, Star Shield will not be liable to provide a refund to You.
Unless applicable local law provides otherwise, Star Shield may cancel this Plan for fraud or material misrepresentation. Unless applicable local law provides otherwise, Star Shield may also cancel this Plan if service parts for the Covered Equipment are not available, upon which You will receive a pro-rata refund for the Plan’s unexpired term. Star Shield will provide a thirty (30) days prior written notice if We cancel the Plan.
9. TERMINATION OF PLAN
The Contract will terminate if any of the following events occur, including but not limited to:
(i) Expiry of the term of the Contract; or
(ii) When Star Shield has provided to You ONE Service Event; or
(iii) When the Product registered for the Contract is lost or stolen; or
(iv) Disposal, subsequent sale or repossession of the registered Equipment; or
(v) Discovery of a wrong ADP Plan purchased by You during claim; or
(vi) When this agreement is found to go against the local law; or
(vii) Discovery of a fraud or misrepresentation; or
(viii) When there is a violation of the terms and conditions
Note: Expiration of the Plan will take place after the last day of coverage under the terms of the purchased Plan.
10. TRANSFER OF PLAN
You may make a one-time permanent transfer of all of Your rights under the Plan to another party, provided that: (a) You transfer to the other party the original proof of purchase, the Plan’s Confirmation, the Plan’s printed materials and this service contract; (b) You notify Star Shield of the transfer via hotline/email/fax; (c) the other party accepts the terms of this service contract. When notifying Star Shield of the transfer, You must provide Your product serial number of the Covered Equipment, a copy of Your Plan’s original proof of purchase and the name, address, telephone number and email address of the new owner. You may only transfer this Plan if You do not have any outstanding amounts owing to Star Shield at the date of the warranty ownership transfer.
11. GENERAL TERMS
(i) Star Shield 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) Star Shield is not responsible for any failures or delays in performing under the Plan that are due to events outside Star Shield’s reasonable control.
(iii) You are not required to perform preventative maintenance on the Covered Equipment to receive service under the Plan.
(iv) Persons who have not reached the age of majority may not purchase this Plan.
(v) In carrying out its obligations, Star Shield may, at its discretion and solely for the purposes of monitoring the quality of Star Shield’s response, record part or all of the calls between You and Star Shield.
(vi) Star Shield has security measures, which should protect Your data against unauthorised access or disclosure as well as unlawful destruction. You will be responsible for the instructions You give to Star Shield regarding the processing of data, and Star Shield will seek to comply with those instructions as reasonably necessary for the performance of the service and support obligations under the Plan.
(vii) 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, documentations or word of mouth, and constitute Your and Star Shield’s entire understanding with respect to the Plan.
(viii) Star Shield is not obligated to renew this Plan. If Star Shield does offer to renew this Plan, it will determine the price and terms.
(ix) There is no informal dispute settlement process available under this Plan.
(x) For Plans sold in Singapore, “Star Shield” is the entity listed in “Country and Jurisdiction Variations” below and the legal and financial obligor for Plans sold in Singapore is the entity listed in Section 13 below.
12. PERSONAL DATA PROTECTION
Star Shield collects and use Your personal data for the following purposes but not limited to:
Facilitate our operations process
Verify Your particulars for ADP claims
Inform You about Our repair services
Perform on-site collection and return of Covered Equipment
Conduct investigations related to fraud or falsifying of information
Obtain research and statistical data for marketing of other services and promotions provided by Us
Any other purposes directly related to the above
13. COUNTRY AND JURISDICTION VARIATIONS
The following country and jurisdiction variations will control if inconsistent with any other provisions of this Plan:
Singapore: Parties to Contract – Star Shield of 89 Science Park Drive #01-10, The Rutherford Lobby C, Singapore 118261 for all the services and purposes as mentioned above in the terms and conditions. This plan is offered and valid only in Singapore. The laws of the Republic of Singapore govern this Plan.
14. CONTACT US
89 Science Park Drive #01-10
The Rutherford Lobby C
Main Office Opening Hours:
10.00am – 7.00pm Monday to Friday
11.00am – 7.00pm Saturday (Closed on Sundays and Public Holidays)
Hotline Operating Hours:
10.00am – 7.00pm Monday to Saturday (Closed on Sundays and Public Holidays)