- GENERAL
- These terms of services shall apply to and between HKT and a Customer of the HKT Protection Powered by AppleCare Services Program (the "Customer").
- By applying for the HKT Protection Powered by AppleCare Services Program the Customer agrees to be bound by and act in full compliance herewith. Such enrolment is complete when the Customer receives SMS confirming his or her enrolment.
- Subject to the terms contained herein, HKT may decline to provide all or part of the HKT Protection Powered by AppleCare Services Program Services to a Customer.
- Bolttech Device Protection Hong Kong Limited has been appointed as a service provider to provide the Services (as defined in clause 2.27) and collect the Service Fees for a Service Request (such terms as specified in clause 13) (the "Service Provider"). The Customer agrees that where HKT has rights or obligations in relation to the Services or under these Terms of Service, the Service Provider may exercise these rights or discharge these obligations on HKT's behalf.
- HKT Protection Powered by AppleCare Services Program ("the Program" / "HKT ACS") is provided by a member of the HKT Group (being HKT Limited and its subsidiaries, which may include, but not limited to, Hong Kong Telecommunications (HKT) Limited, CSL Mobile Limited ("CSL") and PCCW Media Limited ("HKT", or "we", or "us")
- If you subscribe the Services via CSL, the general terms and conditions of CSL Mobile Limited apply.
- DEFINITIONS
- Apple means Apple Asia Limited, a manufacturer and distributor of electronic devices and distributes and provides services to owners and users of Apple-manufactured devices under service plans branded under the moniker of "AppleCare".
- Apple Limited Warranty means the Apple limited warranty for Apple products as detailed on: https://www.apple.com/legal/warranty/.
- Acceptance Date means the day upon which the Service Request for Device Switch or Device Repair is successfully submitted and the Service Fees applicable is paid by the Customer to the Service Provider.
- Courier means a person who: (i) transports Switch Devices or the repaired Registered Device to the Customer; (ii) collects Registered Device from the Customer to send it to the warehouse or repairer to fulfil the Service Request.
- Customer means an applicant who has enrolled for the Services and received an SMS confirming his or her enrolment.
- Device Accessories means any equipment or anything that is either provided by Apple in the box with a Mobile Device or sold separately to be used with a Mobile Device. It includes: (i) batteries; (ii) ear buds; (iii) charging cables (iv) cases; (v) boxes; (vi) styli; and (vii) mounts.
- Device Switch means the ability to request a Switch Device in exchange for the Registered Device if the Registered Device is in the Customer's possession.
- Device Purchased Period means the number of days lapsed since the original Purchase Date by the Customer of the Mobile Device, measured from the calendar day following the Purchase Date.
- Enrolment Date means the date customer receives notification either through SMS or other means, confirming his or her enrolment into the program.
- Foreigner ID means a Customer's passport, work permit and certificate of residence of foreigner (if any).
- HKT Protection Powered by AppleCare Services Program Providers means HKT, the Service Provider, and subcontractors.
- HKT Protection Powered by AppleCare Services Program Service Center, or Call Center means the dedicated hotline as available at +852 5803 2496 (Office hours: Monday to Friday, 9.00am to 6.00pm; excluding Saturdays, Sundays and public holidays) or via our service portal at hkt-protection.bolttech.hk/hk/.
- HKT Shop means customer service center and retail shop operated by HKT's authorizations in Hong Kong.
- HKID means a valid Hong Kong identity card and/or any identity card issued by the Hong Kong SAR government as specified by HKT and the Service Provider.
- Business Registration Number means a valid Business Registration Number issued by the Inland Revenue Department of the Hong Kong Special Administrative Region.
- Hong Kong means the Hong Kong Special Administrative Region.
- Hardware Modification means any repair and/or modification made to a Registered Device's hardware not undertaken or authorized by Apple.
- IMEI (International Mobile Station Equipment Identity) means the unique number assigned to each Mobile Device. If a Mobile Device does not have an IMEI, then all references to IMEI in these Terms of Service will be read as a reference to the serial number for that Mobile Device.
- Modification means Software Modification or Hardware Modification or both.
- Mobile Device means Apple iPhones. It does not include any Device Accessories except for the charging cable.
- Purchase Date means the date of purchase of the Registered Device.
- Product Fee has the meaning given to it in clause 13.1.
- Phone Number means mobile phone number registered with HKT's network, used by the Customer in connection with the Registered Device for his or her application for enrolment for the Program.
- Prohibited ID means a HKID or a Foreigner ID or a Business Registration Number of the Customer for which the Program Providers has terminated the Services or decided to deny enrolment in the Services.
- Registered Device means a Mobile Device bought by the Customer from any of sales channels in Hong Kong as designated by HKT where Mobile Devices can be purchased ("Sales Channel") or other sources being of the brand and model specified by HKT and registered for enrolment for the Services in accordance with the registering method as designated by HKT, the IMEI of which shall be recorded by HKT as data for provision of the Services to the Customer, and includes a Mobile Device acquired by the Customer (i) under the manufacturer's warranty for a Registered Device, (ii) any additional guarantees or warranty from the Service Provider, subject to notice thereof being made to HKT and/or Service Provider (as the case may be) by the Customer in accordance with HKT and/or Service Provider requirements.
- Registered Device Price as of Purchase Date ("Device RRP") means the full recommended marketing retail purchase price (RRP) of the Registered Device (including Tax if any) on the Purchase Date of the Registered Device, as determined and notified by HKT.
- Repair Service Fees means the service fees stated in clause 13.1(b) of these Terms of Service.
- Switch Device means an Apple manufactured genuine device which is either new or comprised of new and/or previously used genuine Apple parts that have been tested and pass Apple functional requirements or a Mobile Device obtained by a Device Switch Service, and it shall be deemed the new Registered Device after being delivered to the Customer, but as compared to the original Registered Device, it can be either:
- Of identical brand, model, color and memory capacity ("Like-for-Identical")
- Of identical brand, model and memory capacity, but of different color ("Like-for-Like")
- Has a different IMEI;
- Is not provided in Apple's original packaging; and
- Does not include any Device Accessories.
- Services means the HKT Protection Powered by AppleCare Services Program comprised of the Device Switch and Device Repair (as defined in clauses 9 and 10).
- Service Request means a request for the Services made in accordance with these Terms of Service which includes Device Switch or Device Repair.
- Service Provider means Bolttech Device Protection Hong Kong Limited.
- Service Fee(s) means the: (1) Product Fee, (2) Device Switch Service Fee, or (3) any other amount that might be charged to the Customer on account of use of any Service by the Customer.
- Software Modification means modification made to a Registered Device's operating system not undertaken or authorized by the Apple and includes software modification known as 'jail-breaking' and 'rooting'.
- Tier means the tier outlined for the Registered Device as advised at the time of application for enrolment for the Program.
- Subscription Period means the term of the Program enrolled by the Customer, such term to be automatically renewed thereafter on a monthly contract basis ("Monthly Contract") until the Customer notifies the Service Provider they do not wish to continue the subscription.
- Website means the Program service portal at hkt-protection.bolttech.hk/hk/ showing the details of the Services, Product Fee, Switch Service Fees, Repair Service Fees, the Terms of Service for the program and other details, request certain Service-related assistances, etc.
- PROVISION OF SERVICES
- A Service Request for a Device Switch or Device Repair should be made in accordance with these Terms of Service.
- As part of this contract, you are eligible for AppleCare Services with terms stated as per clause 11 below.
- ELIGIBILITY TO APPLY
- To be eligible for the Services, Customer must:
- Be on active designated postpaid mobile plan ("Mobile Plan") of HKT, registering under the name of or represented by a natural person only who must be the registered owner of the Mobile Plan;
- Register the Mobile Device to be tied to a Mobile Plan (the "Registered Device");
- Not be in default of any mobile service payment obligations to HKT;
- Buy a Mobile Device (of the brand and model as designated by HKT only) from Sales Channels as designated from time to time by HKT and use such Mobile Device with the Phone Number;
- Not have been previously rejected or terminated from the Services or service similar to the Services;
- Should not be otherwise ineligible for the Services in our sole discretion. The Service Providers reserve the right to decline the application, and will inform the Customer by SMS, telephone or email within 7 working days from the date of application if declined;
- Be domiciled in Hong Kong and holding either:
- A HKID or
- In the case the Customer is a foreigner, Foreigner ID and the Customer must be permitted to legally stay in Hong Kong, which is not a Prohibited ID; or
- In the case the Customer enrolled for the Services through commercial programs offered by HKT, a Business Registration Number, and
- The Mobile Device intended to be registered for the Service shall be:
- Purchased from Sales Channels or other shops and distribution channels as specified by HKT; and
- Not older than 60 days old in Device Purchased Period and proof of purchase may be required to be provided to HKT at the time of enrolment.
- HOW TO ENROLL
- Enroll at all Sales Channels unless otherwise indicated.
- START DATE
- The Customer will be enrolled for the Program from the date that the Customer receives SMS confirming enrolment.
- TERMS AND USE OF SERVICES
- One Customer is eligible to enroll for the Services for up to one (1) Registered Device per Phone Number. A Registered Device will be enrolled as per the Subscription Period or until the Customer informs HKT of his or her intention to terminate the Services, whichever the earlier.
- In the case the Customer is a foreigner, such Customer must be physically present in Hong Kong at the time of requesting a Device Switch.
- Upon the expiry of the Subscription Period, Customers' subscriptions will automatically be converted to a Monthly Contract and renewed on a monthly basis at the monthly fee prevailing at the time of prevail unless the Customer notifies the Service Provider through the method set out in clause 16 below that the Customer does not desire to continue subscribing for the Services.
- The new Subscription Period will be effective upon the next bill.
- Customers moving from a non-monthly contract to a Monthly Contract will carry forward their Service Limits (as set out in clause 12 below) as if they had been on the Monthly Contract from enrolment and the Service Limits will not be reset.
- In case the Customer fails to pay HKT within forty-five (45) days from the payment due date, the Customer's Phone Number will be suspended by HKT due to overdue payment. The Customer will not be able to make a Service Request until the Customer pays HKT and the suspension of the Phone Number is lifted and reactivated. If the Customer fails to pay HKT within ninety (90) days from the payment due date, the Services will be terminated by HKT without any prior notification to the Customer.
- The Customer acknowledges that the Customer is recommended to delete or backup all data from the Registered Device before making a Service Request. The Service Provider is not responsible for any data which the Customer leaves on the Registered Device nor for transfer of any data or information between the Registered Device and the Switch Device. Any data left on the Registered Device or transfer of any data or information between the Registered Device and the Switch Device is done entirely at the Customer's risk. In the event there is any inconvenience, delay, loss, misappropriation of or damage to any data or information, the Customer agrees not to hold the Switch Service Provider responsible or liable for any such loss, delay or damage to the Customer.
- The Customer acknowledges that the Customer is responsible for the Customer's own device passwords (including the Customer's Apple ID). The Service Provider is not responsible if the Customer loses or does not have access to any required passwords.
- The Customer agrees not to transfer the title (ownership) or possession/control of the Registered Device during the Subscription Period. In case the Customer violates this condition, it shall be deemed that the Customer has illegal intention to use the Service and the Customer's contract for Services will be terminated.
- In the event of a Service Request for a Device Switch; it is a condition that the title of the original Registered Device will transfer to the Service Provider as at the time the Service Request is completed. In addition, for a Service Request for a Device Switch, the original Registered Device must be returned to the Courier at the time of the Device Switch. The Service Provider reserves the right to cancel the Device Switch if the original Registered Device is not available to be collected by the Courier at the time of the Device Switch. The Service Provider reserves the right to all civil and criminal claims in order to protect its interests.
- SERVICE REQUEST FOR DEVICE SWITCH OR DEVICE REPAIR
- The Customer may request a Device Switch or Device Repair in the following channels:
- Request for a Device Switch via the Program's Service Portal where the customer's Registered Device will be collected in exchange for a Switch Device to be delivered to the customer;
- Request for a Device Repair via the Program's Service Portal where the customer's Registered Device will be collected for repair and returned to the customer; or
- Make an appointment at support.apple.com/en-hk/iphone/repair to access Carry-in repair service at Apple Stores and Apple Authorized Service providers under AppleCare Services.
- The Customer agrees to provide the following information for verification and confirmation purposes: (i) Phone Number; (ii) Registered Device IMEI; (iii) first and last name; (iv) address; (v) Copy of HKID or the Foreigner ID or the Business Registration Number, as applicable, as proof of identity issued by competent government authority; and (vi) any other information, including a service request confirmation form, as requested by the Service Provider. The Service Provider and HKT reserves the right to refuse provision of Services if a Customer provides incorrect or incomplete information.
- The Registered Device may not change except for:
- any change made following the Customer's receipt of a Switch Device obtained through a Device Switch request; or
- any exchange of the Customer's Registered Device in accordance with the conditions of the warranty provided by HKT, Apple or the Service Provider for a replacement Mobile Device which is identical to the Registered Device. The Customer must inform the Service Provider of such change of the Registered Device immediately via the Service Provider's Call Center, and the Customer must provide proof of the exchange (if it's provided by Apple) so that the Service Provider can update its records with the IMEI of the replacement Mobile Device from which time the replacement Mobile Device is considered as the Customer's Registered Device.
- In the event that the Customer fails to inform the Service Provider of the change of such Registered Device pursuant to Apple warranty, the Customer will not be able to make a Service Request until the Service Provider has received proof of the exchange.
- While making a Service Request for a Device Switch, the Registered Device cannot be the subject of another Service Request for a Device Switch.
- The Customer shall have an active Phone Number (which is not subject to suspension) associated with the enrolled Phone Number on HKT's network with no outstanding Product Fee, mobile service bill or any payment with HKT. The Registered Device must have been used in association with the Phone Number.
- The Service Provider may ask the Customer about the condition of the Registered Device purely for informational purposes to better facilitate the Services.
- For Device Switch, the Customer shall receive only the Switch Device and no Device Accessories. In case the battery of the Registered Device cannot be removed from its body, the Customer shall receive the Switch Device including the battery.
- At the time of the Service Request for a Device Switch, the Service Provider will indicate to the Customer the Mobile Device it will provide as the Switch Device.
- When the Customer requests a Device Switch, the Service Provider will endeavor to provide the Customer with a Like-for-Identical Switch Device. In any case, the Customer will also have the right to choose a Like-for-Like Device for Switch Device, if available.
- The Service Provider, in its sole and absolute discretion, determines which Switch Devices are available to the Customer. If it is available, the Customer will be offered a Like-for-Identical of Like-for-Like device option. Otherwise, they will be offered a comparable device of the same generation, with similar RRP or current market value, have same or similar functionality, be of the same frequency band, similar memory size and be of similar launch date as the Registered Device. The selection available to the Customer may vary depending on the moment in which the Service Request is made. In any case, the Customer will not be able to request a model of a higher range and price than those of the Registered Device at the time of its purchase and no option will be provided by the Service Provider to replace the Registered Device with a Switch Device that is more advanced in generation and / or with superior technical and functional characteristics.
- The Service Provider will be deemed to have discharged their obligation to provide a Switch Device to the Customer as long as the Service Provider offers the Customer a Switch Device in accordance with these Terms of Service.
- If the Service Provider reasonably believes that the Customer is using the Services in a manner which is: (i) fraudulent, illegal or related to any criminal activity; or (ii) intended to make a commercial gain, the Service Provider and HKT reserves the right to reject to provide the Services to the Customer.
- TERMS FOR A DEVICE SWITCH
- The Customer's ability to make a Service Request for a Device Switch requires the Customer to be compliant with these Terms of Service.
- The Customer is not required to prove the Registered Device is defective or damaged. The Device Switch is a no questions asked service, where the Customer does not have to provide any reason for why they request a Device Switch.
- The Customer shall receive the Switch Device with no Device Accessories.
- In case the returned Registered Device does not display any of the IMEI(s) matching the Registered Device, the Service Provider may charge an additional Switch Service Fee of up to 72% of the Device RRP. You cannot submit any subsequent service request until the additional Switch Service Fee charge has been paid.
- The Customer must turn off or remove any personal lock security feature (e.g. Find My') on the Registered Device before returning such Registered Device to the Courier. If the Customer making a Service Request for a Device Switch does not turn off the personal lock security feature the Service Provider may: (i) cancel the Service Request; or (ii) charge an additional Switch Service Fee of up to 72% of the Device RRP. You cannot submit any subsequent service request until the additional Switch Service Fee charge has been paid.
- The Customer must deliver the original Registered Device with the IMEI matching the original Registered Device to the Courier and agrees that the title to the original Registered Device as well as all rights and benefits, if any, such as a right under the warranty of the Apple, shall be transferred to the Service Providers as from the Acceptance Date. The Customer agrees that the delivery of the Switch Device is sufficient consideration for the transfer of title (ownership) and other rights in the original Registered Device to the Service Provider and the Service Provider can take any action consistent with the ownership of the original Registered Device including disposing of that device outside of Hong Kong.
- In case the Service Provider (i) receives a returned Registered Device which cannot display an IMEI or (ii) finds later that the Customer has returned a Mobile Device other than the Registered Device to the Courier, the Customer must return the Registered Device to the Service Provider, at the Customer's cost, within seven (7) days of the date of Customer's receipt of the Switch Device from Courier. If the Customer fails to do so within such period, the Service Provider may charge an additional Switch Service Fee of up to 72% of the Device RRP. You cannot submit any subsequent service request until the additional Switch Service Fee has been paid.
- If the Service Provider finds later that the Registered Device that the Customer tendered to the Courier or returned via the Courier has been subject to Modification, then the Service Provider will at its sole discretion:(i) charge an additional Switch Service Fee of up to 72% of the Device RRP; or(ii) where returned via the Courier, return to the Customer at the Customer's cost the original Registered Device tendered to the Courier. The Customer must also return to the Service Provider the Switch Device provided for the Device Switch request. The Device Switch request will be considered cancelled. The Service Provider will refund to the Customer the Switch Service Fee paid upon receipt of the Switch Device.
- Once the Customer gives the Customer's Registered Device to the Service Provider, either directly or via the Courier, the Service Provider will not be able to guarantee the return of the Customer's Registered Device, any data stored on the Customer Registered Device or the return of any of the Customer's Device Accessories given to the Service Provider with the Registered Device. In the event that the Customer's Registered Device or Device Accessories are given to the Service Provider, and the Service Provider is able to return the Customer's Registered Device or Device Accessories, the Customer will bear all of the Service Provider's costs of returning the Customer's Registered Device or Device Accessories.
-
TERMS FOR A DEVICE REPAIR
- The Device Repair is available for you in the following channels, you may either:
- Choose to access Carry-in repair service at Apple Stores and Apple Authorized Service Providers under AppleCare Services. Please make an appointment for repair at https://support.apple.com/en-hk/iphone/repair; or
- Choose to have your Registered Device collected and returned to you at a specified time and place in Hong Kong by making a Device Repair Service request via the online Service Portal at hkt-protection.bolttech.hk/hk/. Please note that the timing of the collection and return of your Registered Device is subject to the availability of replacement parts/stock and schedule of our appointed delivery personnel. Delivery personnel will verify identity at the time of collection and return of your Registered Device by requesting that you or the device recipient present a valid identification document such as HKID, or valid Foreigner ID (passport, work permit and certificate of residence) or Business Registration Number. The Service Provider reserves the right to charge the Customer an additional delivery fee if the recipient is not present or if the recipient is unable to prove his or her identity.
- We have appointed authorized service providers who will collect/deliver your device to Apple or Apple Authorized Service Providers and Apple or Apple Authorized Service Providers will carry out repair and/or replacement of any defective components in your Registered Device, subject to the Terms of Service below ("Device Repair"). The Device Repair is provided by the Service Provider in partnership with Apple and its Authorized Service Providers ("Apple Authorized Service Providers").
- To be eligible for the Device Repair, you must (i) be an active subscriber of the Program, (ii) the IMEI of your Registered Device must be registered and active under a HKT postpaid mobile number and the Program, (iii) the Registered Device must be an Apple iPhone model; and (iv) the Registered Device is not subject to any manufacturer recall.
- Your Registered Device model must also be assessed by Apple or Apple Authorized Service Providers to be suitable for the Device Repair.
- As part of this Device Repair, you are also eligible for AppleCare Services as stated in clause 11 below.
- Your Registered Device (including the operating system) must not be modified in any manner since the purchase of your device. Before the handover of your Registered Device for repair, you must:
- Backup all content and data from your Registered Device. The Device Repair Service may result in deletion of Registered Device data and user content and the Registered Device may be reset to its factory default settings;
- Disable all device locks (including Find My iPhone) on your Registered Device; and
- Remove any accessories, SIM cards, SD cards, pen stylus or screen protectors from your Registered Device and not provide any of these to the Repair Centre.
- The fee for Device Repair is set out in the tables in clause 13 below and varies according to the scope of the repair.
- Screen Replacement: Replacement of the mobile device's front screen or back glass. Back Glass-Only repair is only available on the later models after iPhone 12. Screen-Only or Back Glass-Only Repair Service Fee ("Screen Replacement Service Fees") are payable per service request, whichever applicable. If both screen or back glass are replaced, both the Screen-Only and Back Glass-Only Repair Service Fees are payable.
- Other Repairs: If there are additional repairs required beyond the front or back screen, you may request for Other Repairs in which the Other Repair Service Fee is payable by you. If you have paid for the Screen Replacement Service Fee, the difference between the Screen Replacement Service Fee paid and the Other Repair Service Fee is payable by you.
- Hardware Services: Coverage for defect in materials and workmanship that has arisen in the mobile device and its accessory (limited to charging cable only) to the extent that is provided by Apple. If the device is deemed not repairable, a Switch Device may be provided to you which is either new or comprised of new and/or previously used genuine Apple parts that have been tested and pass Apple functional requirements, of identical model, color and memory capacity. No Service Fee is payable.
- Battery Coverage: Battery replacement is subjected to the battery capacity having less than 80% of its original capacity. No Service Fee is payable.
- If the device is deemed not repairable, a Whole Unit Exchange Device may be provided to you which is either new or comprised of new and/or previously used genuine Apple parts that have been tested and pass Apple functional requirements, of identical model, color and memory capacity and subject to payment of Other Repair Service Fee. Notwithstanding that, the Service Provider or Apple and Apple Authorized Service Providers the reserves the right to decide whether to proceed with the Device Repair and may decline to repair for any reasons such as if the Registered Device suffers damage caused by reckless, abusive, willful or intentional conduct, or any usage in a manner not normal or intended by the Service Provider or Apple and Apple Authorized Service Providers if it has been subjected to modification or alteration by a third party other than Apple and Apple Authorized Service Providers.
- You can cancel the Device Repair service request by contacting the Service Provider's Call Center before the Device Repair process begins, in which case the unrepaired Registered Device will be returned to you (with the relevant Repair Service Fee refunded to you in full if paid).When there has been a Whole Unit Exchange, you acknowledge that the Registered Device or its parts (if any) will be returned to the Service Provider or Apple, and all ownership, title or interest to such device/parts will be transferred to the Service Provider or Apple, and they can take any action consistent with the ownership of the original Registered Device including disposing of that device outside of Hong Kong.
- You agree that HKT, the Service Provider and any Repair Centre and their employees shall not be liable for: (i) loss of data and user content on your Registered Device and any misuse of data and user content on your Registered Device arising from your failure to backup or delete the data or user content; (ii) any financial losses relating to any delays arising out of the collection or return of your Registered Device; (iii) any damage to your Registered Device due a to pre-existing defect which may be uncovered during the inspection of your Registered Device by the Repair Centre; (iv) any loss or damage to any Registered Device accessory, SIM card, SD card, pen stylus or screen protectors arising from your failure to remove these items; (v) any damage not caused by us to your Registered Device in transit from time of collection from you until the return of the Registered Mobile Device to you; and (vi) any voiding of the relevant manufacturer's warranty coverage of your Registered Device.
- These Terms of Service may be amended from time to time and you agree that your use of the service shall constitute your acceptance of these Terms of Service and their amendments.
- AppleCare Services
- As part of this contract, the Customer is eligible for AppleCare Services which includes:
Hardware Services and Repairs1
Unlimited repairs and free battery service if it retains less than 80% of its original capacity |
Unlimited iPhone repair, subject to a service fee as specified in clause 13 below. |
| Battery service coverage |
| Included accessories in original packaging |
Service and Support
One stop for support to minimize the amount of time without your iPhone |
Carry-in repair service at Apple Stores and Apple Authorized Service providers |
| Same-day repair service in most major metropolitan areas worldwide2 |
| Apple-certified repair or replacement with genuine Apple parts |
| Direct access to Apple experts via chat through https://support.apple.com/en-hk or phone at (852) 2112-0099 (within Hong Kong)3 |
| 24/7 priority access to Apple Support through https://support.apple.com/en-hk |
Software Support
Get priority access to Apple experts for support using iOS and more |
Using iOS and iCloud |
| Connecting to wireless networks |
| Questions about Apple-branded iPhone apps such as FaceTime, Mail and Calendar |
- Service coverage is available only for iPhone and its original included accessories, or for batteries that retain less than 80 per cent of their original capacity.
- Same-day service availability and options may vary by region and iPhone model. For international service, Apple may repair or replace your iPhone and iPhone parts with a comparable iPhone model or parts that comply with local standards. Service coverage is subject to Terms of Service.
- Local call charges may apply. Telephone numbers and hours of operation may vary and are subject to change.
- The AppleCare Services runs from the Enrolment Date of the Program. When available, the customer can have their Mobile Device repaired using AppleCare Services. AppleCare Services are available in any Apple Store or via any Apple Authorised service providers in Hong Kong. These services are also available in some other countries. For more information on which countries provide these services, the Customer should contact Apple Support as per touchpoints above. If the Customer uses these services outside Hong Kong then the currency and charges of that country will apply and the Apple Store or Apple Authorised Service Providers may repair or exchange parts or products with locally comparable equivalents. Device Accessories except for the charging cable that is included in the packaging with Mobile Device are not eligible for AppleCare Services.
- LIMITS FOR THE SERVICES
- The customer is eligible to make Service Requests for a Device Switch and/or Device Repair as follows:
- Device Switch: Two (2) Device Switch Requests per rolling twelve (12) months.
- Device Repair: Unlimited Device Repair Service Requests
- FEES
- The Customer agrees to pay the relevant fee as set out in the schedule below according to the Tier, make and model of the Registered Mobile Device the Customer has enrolled in ("Product Fee"). The Program Product Fees and Service Fees set out below will be payable regardless of any change of the Registered Mobile Device's make, model and recommended retail price due to a Device Switch request.
- Product Fees
- Monthly Installment Plan
| Retail Price Band (HK$) |
Contract Period |
Product Fee (Monthly) |
| 0 - 40,000 |
24 Months/ 36 Months |
HK$ 58.00 |
- Monthly Contract After Subscription Period
| Retail Price Band (HK$) |
Contract Period |
Product Fee (Monthly) |
| 0 - 40,000 |
Monthly |
HK$ 68.00 |
All Product Fees are in Hong Kong Dollars, inclusive of any prevailing tax.
The Customer will be charged the Product Fee via mobile service bills. If enrolment is made during the billing cycle, the monthly Program's Product Fee will be charged from the date the Customer receives the confirmation of his or her enrolment until the end of the service period or until his or her notice of termination of the Program is given.
- Service Fees
The Customer agrees to pay the Device Switch Service Fee Hardware Service & Battery Replacement Service Fee Screen Replacement Service Fee or Other Repair Service Fee as set out in the schedule below according to the Tier, make and model of the Mobile Device. Payment will be made directly to the Service Provider at the time the Customer makes a Service Request.
The Service Provider will directly collect the Service Fee from the Customer as applicable.
| Retail Price Band (HK$) |
Device Switch Service Fee |
Hardware Service & Battery Replacement Service Fee |
Screen Replacement Service Fee (per screen) |
Other Repair Service Fee (including whole-unit-exchange if device is irreparable) |
| 0 - 40,000 |
28% of Device SRP |
Service Fee is Waived |
HK$ 228 per screen.
HK$ 456 if both front screen & back glass1 is replaced. |
HK$ 788 |
All Service Fees are in Hong Kong Dollars, inclusive of any prevailing tax.
1Back Glass-Only Repair Service is only available for the later models after iPhone 12.
- DELIVERY OF DEVICE SWITCH AND DEVICE REPAIR
- Delivery Turnaround Time for Device Switch
- After the Service Provider has verified the information from the Customer and found it correct, the Service Provider will deliver the Switch Device to the Customer via the Courier.
- The Courier will deliver the Switch Device to the Customer only, provided that the Customer is required to present his or her HKID card or Foreigner ID or the Business Registration Number, or any other evidence issued by government agency proving the Customer's identity. Before or at the time of delivery, the Customer agrees to sign on any service request confirmation form or other documents such as proof of receipt of the Switch Device to as requested by the Service Provider.
- The Courier will deliver the Switch Device to the Customer's residential address as registered with HKT for the Services only. The Courier may also deliver the Switch Device at other premises as specified by the Customer on the Enrolment Date or the premises as specified during the Service Request, provided that such premises shall not be a shopping centre, department store, public transportation terminal, car park, market, public park or other premises similar to these premises.
- The delivery will be within the delivery times specified below and subject to (i) any extensions as may be required for force majeure events; (ii) delay to the delivery by the Courier; (iii) events outside our reasonable control (including no available stock of Switch Devices); or (iv) where we deem it necessary to perform additional verifications relating to your Service Request.
|
Delivery to a Hong Kong address1
(other than outlying areas as defined below) |
Delivery to outlying areas2 (as defined below) |
Confirmed service request between
9am and 5pm on a working day (excluding Sundays and public holidays) |
As fast as 6 hours |
On next working day |
| Confirmed service request before 9am or after 5pm on a working day, or on a Sunday or public holiday |
On next working day |
Working day after next |
1A Hong Kong address means an address at: Hong Kong Island, Kowloon, New Territories (including the following parts of Lantau Island: Tung Chung, Sunny Bay, Chek Lap Kok, Disneyland, Hong Kong airport and Asia World Expo) except the outlying areas set out below.
2Outlying areas include: Ma Wan, Lamma Island, Cheung Chau and Lantau Island (except the parts of Lantau Island set out under Hong Kong addresses above) and other parts of Hong Kong not specified under Hong Kong addresses above.
- Longer delivery times may apply in the case of adverse weather conditions or other events outside our control. We will not be liable for any delay or failure in delivering the substitute device to you where such delay or failure is caused by an event outside our control and no refund of any subscription or other fees will be made in the event of such delay or failure.
- The Service Provider reserves its right not to deliver to the address specified by the Customer for delivery of the Switch Device to the Customer as appropriate if the address requested is not the Customer's registered residential address unless the customer has changed the registered address within the our Service Portal at hkt-protection.bolttech.hk/hk/.
- The Service Provider agrees not to charge the Customer for the delivery of the Switch Device for the first and the second attempts of delivery if: (i) there is no intended recipient present; or (ii) the recipient is present but the Customer's identity cannot be proved; or (iii) the Customer rejects delivery of the Switch Device in accordance with clause 12.8. For the third or subsequent attempt of delivery, the Customer agrees to pay additional fee to the Service Provider for the delivery of the Program's Switch Device in cash via the Courier or by credit card to the Service Provider.
- Delivery Turnaround Time for Device Repair
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Selected location in Hong Kong Island, Kowloon and New Territories
(Subject to our courier service area availability) |
Other Locations |
Door to-door Device Repair
- Screen Replacement,
- Battery Replacements,
- Other Repairs and Whole Unit Replacement if device is irreparable
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As fast as 24 hours - subject to parts availability and operating hours from our service provider. (Excluding Sunday and Public Holiday) |
Within 1 week - subject to parts availability and operating hours from our service provider. (Excluding Sunday and Public Holiday) |
- Selected location Hong Kong Island, Kowloon and New Territories means an address that our dedicated logistics providers will be able to provide on-demand logistics service. This is subject to the on-demand serving area availability by our dedicated logistics providers. Please contact our hotline for details.
- Longer collection and delivery times may apply in the case of adverse weather conditions or other events outside our control. We will not be liable for any delay or failure in collecting the device from you or delivering the device after repaired to you where such delay or failure is caused by an event outside our control and no refund of any subscription or other fees will be made in the event of such delay or failure.
- Longer repair service time may be required depending on parts availability, or we and our service provider's requests for information from you including to access your phone, such as unlocking password, unlocking activation lock etc.
- For Walk-in or Carry-in services, kindly visit the Apple support portal at: support.apple.com/en-hk/iphone/repair to make an appointment at an Apple Authorized Service Provider or Apple Store.
- APPLE WARRANTY FOR THE SWITCH DEVICE AND THE REPAIR DEVICE
- Apple Warranty for Switch Device
- The Customer is entitled to Apple Limited Warranty provided by Apple for any Switch Device provided by the Service Provider.
- Please refer to https://www.apple.com/legal/warranty/ for the Apple Limited Warranty coverage.
- Within seven (7) days upon receipt of the Switch Device, in the event the Switch Device received by customer is confirmed to be Dead on Arrival (DOA) by Apple where the Switch Device cannot be powered on, the Customer may contact the Service Provider via the Call Center. The Service Provider will provide another Mobile Device as the Switch Device to the Customer upon receiving the original Switch Device that is deemed DOA.
- For any hardware malfunctions normally covered under Apple Limited Warranty occurring on the Switch Device (excluding accidental& water damage), the Customer may make a warranty claim from Apple.
- The Customer acknowledges that if it is determined that the Customer has made an Apple Limited Warranty claim under clause 15.1 (b) and 15.1 (c) above with respect to the Switch Device, this will not count towards Customer's limits under the Subscription Period and no Service Fees will be due. The Customer acknowledges that if it is determined that the Customer has made an invalid Apple Limited Warranty claim under clause 15.1 (b) and15.1(c) above or the returned Mobile Device has no malfunction or defect, either the Mobile Device will be returned to the Customer, or the Customer will be charged a Switch Service Fee, and such Switch will count towards Customer's limits.
- The Customer acknowledges that the Customer's future Apple Limited Warranty claims may be rejected if the Customer has previously made any invalid Apple Limited Warranty claims under clause 15.1 (b) and ,15.1 (c) above. In any case, the Mobile Device provided under a Apple Limited Warranty claim will be based on the specifications of the Switch Device.
- The Customer may exercise the right to make an Apple Limited Warranty claim for the Switch Device if the Customer has no outstanding Service Fees and payment for the Product Fee.
- Apple Warranty for Repaired Device
- The Customer is entitled to a warranty from Apple for any Device Repair service provided by Apple ("Apple Warranty").
- For any hardware malfunctions normally covered by Apple Warranty occurring on the repaired Registered Device (excluding physical & water damage), the Customer may make a warranty claim from Apple.
- The Apple Warranty obligation period for the repaired Registered Device is ninety (90) days and starts upon the Customer's receipt of the repaired Registered Device.
- The Customer acknowledges that if it is determined that the Customer has made a warranty claim under clause 15.2 (b) and 15.2 (c) above with respect to the repaired Registered Device, this will not count towards Customer's limits under the Subscription Period and no Service Fees will be due. The Customer acknowledges that if it is determined that the Customer has made an invalid Apple Warranty claim under clause 15.2 (b) and 15.2 (c) above, the Registered Mobile Device will be returned to the Customer, and the Customer will be charged for any delivery cost incurred.
- The Customer acknowledges that the Customer's future warranty claims may be rejected if the Customer has previously made any invalid warranty claims under clause 15.2 (b) and 15.2 (c) above. In any case, the Mobile Device provided under a Apple Warranty claim will be based on the specifications of the Switch Device.
- The Customer may exercise the right to make an Apple Warranty claim for the Repaired Device if the Customer has no outstanding Service Fees and payment for the Product Fee.
- TERMINATION BY CUSTOMER
- The Customer is entitled to terminate the Services by giving notice of his or her intention at least thirty (30) days in advance of the next invoice's issuance date. For some promotional programs, a termination notice of seven (7) days is required prior to the next invoice's issuance date. You can terminate the Services in your local csl/ 1O1O/ store or by calling csl/1O1O hotline. Once a customer has terminated, the Customer cannot re-apply for the Services with the same Registered Device with the corresponding matching IMEI.
- Despite the termination of the Services and subject to Clause 16.3, the Customer remains obliged to pay the Service Fee(s) incurred before the date of termination in full even if the Services have been terminated.
- If the Service is terminated before the end of the Subscription Period, there will be an Early Termination Charge calculated as follows: Monthly Product Fee x Remaining months in the Subscription Period.
- If you do not cancel your subscription before the end of your commitment / subscription period, we will automatically renew it for further periods of 1 month until you give notice of your intention to cancel it in the method stated in clause 16.1 above. The Product Fee set out in clause 13.1.1 (b) above will be payable by you for any such renewal periods. If you subsequently cancel the subscription, cancellation will take effect at the end of the subscription month during which you give notice of cancellation.
- REJECTION OF SERVICE PROVISION
- The Service Provider and/or HKT are entitled to reject to provide the Services promptly for the following reasons:
- When it appears that the Customer's name is shown in the system as having outstanding payment for the Product Fee and/or mobile service bill of HKT.
- When it appears that the Customer's Phone Number was or is terminated due to one of the reasons in clause 18.
- When it appears that the Customer's Phone Number was or is terminated by HKT due to one of the reasons in clause 18.
- When the Service Provider and/or HKT reasonably believes that the Customer has: (i) illegal intention to enroll for or use the Services; (ii) intention to use the Services in a manner which is fraudulent or related to any criminal activity; or (iii) intention to make a commercial gain from the Services.
- When the Customer's eligibility to apply for the Service or to use the Services are not in compliance with these Terms of Service.
- When one of the following information given by the Customer: (i) Phone Number; (ii) Registered Device IMEI; (iii) first-last name; (iv) address; (v) HKID Number or Foreigner ID or Business Registration Number, as applicable, as proof of identity issued by competent authority; or (vi) any other information, including service request confirmation forms, as requested by the Service Provider and/or HKT, is either incorrect according to the Service Provider and/or HKT's records or is not provided to the Service Provider and/or HKT's satisfaction.
- When the Service Provider and/or HKT found, upon verification, that IMEI of the Registered Device does not correspond to IMEI recorded by HKT.
- When the Registered Device has not been active with the associated Phone Number.
- The Service Provider and/or HKT reasonably believes that the Customer has transferred the title of the Registered Device or the Phone Number to another person.
- TERMINATION
- The Service Provider and/or HKT are entitled to terminate the Services in the following events:
- The Customer's death, bankruptcy, or inability to pay debts as they fall due;
- The Customer defaults on payment for Product Fee by due date;
- The Customer defaults on payment for mobile service bill by due date as specified in a bill for more than ninety (90) days as set out in clause 7.4 above;
- The Service Provider and/or HKT has reasonable ground to believe that the Customer uses the Services or mobile service in a fraudulent manner, or in a way that may adversely impact the Service Providers' reputation, or illegally uses the Services or mobile service or breaches these Terms of Service or any other terms of the Service Provider and/or HKT or uses the Services for commercial gain;
- The Service Provider cannot provide the Services for the cause beyond the Service Providers' control;
- The Services are terminated by provisions of law;
- The Customer has breached any of these Terms of Service;
- The Customer has provided incorrect, false, or incomplete information;
- The Customer has ported their Phone Number from HKT's network or terminated his or her Phone Number;
- The Customer's Phone Number has been suspended for more than ninety (90) days as set out in clause 7.4 above;
- The Customer's Phone Number has been terminated by the Customer or HKT;
- The Service Provider and/or HKT reasonably believes that the Customer has transferred title to the Registered Device or Phone Number to another person;
- The Service Provider finds later that the Registered Device has been subject to Modification;
- The Customer fails to return the Registered Device, in contravention of clauses in clause 9 above;
- The Customer fails to provide any additional information reasonably requested by the Service Provider and/or HKT including in the form of a signed declaration or acknowledgment;
- If the Service Provider and/or HKT are required to comply with an order, instruction or request of regulatory authority, government authority or any other competent authority which resulted in the Service Provider having to stop or terminate the Services;
- The Customer who enrolls while being a postpaid customer converts to prepaid customer during the period of the relevant Subscription Period; or
- For any other reason at the Service Provider's and/or HKTs discretion.
- DATA PROCESSING CONSENT
- By subscribing to HKT Protection Powered by AppleCare Services Program, the Customer hereby agrees that they have read, understood and agreed that their personal data will be recorded, stored or processed in accordance with HKT's Privacy Policy available at https://www.hkt.com/privacy-statement?locale=en ("Privacy Policy"). HKT shall protect the Customer's data against unauthorized access or disclosure as well as unlawful destruction in accordance with its Privacy Policy. HKT may update its Privacy Policy from time to time, hence the Customer is advised to periodically review the Privacy Policy.
- The Customer agrees that HKT and the Service Provider may collect, use and process data on their behalf when HKT and the Service Provider provides the Services. This may include transferring their data whether within Hong Kong or overseas to HKT's or the Service Provider's affiliated companies, the insurer or service providers in accordance with its privacy policy.
- The Customer should note that their personal data is required for the provision of Services and HKT and the Service Provider may no longer be able to provide the Services to them, if they withdraw their consent for the collection, use or disclosure of their personal data subsequent to their enrolment for the Services.
- OTHERS
- HKT reserves its right to change and amend these Terms of Service or withdraw the Services by giving the Customer a prior notice through the Website which the Customer will be deemed to accept.
- Any provision of these Terms of Service which becomes illegal or unenforceable shall be deemed void only on the illegal or unenforceable part without impact on other provisions which shall remain valid.
- If the Services or service like the Services where HKT is the program obligor and the Service Provider is the service provider have been terminated for a Registered Device by HKT: (i) the Services cannot be reactivated for that Registered Device; and (ii) the Customer may not be allowed to enroll for the Services with any other Mobile Device.
- If HKT introduces new services, the Customer may be entitled to subscribe to such services (at an additional cost). The Customer shall pay the service charges subject to the new service accordingly.
- Apart from these Terms of Service, HKT and the Service Provider expressly and to the fullest extent permitted by law disclaim all warranties of any kind, whether: (i) express; (ii) implied; or (iii) statutory, including, but not limited to the implied warranties of merchantability and fitness for a particular purpose. HKT and the Service Provider will, to the fullest extent permitted by law, not be responsible for any loss or damage caused to Customer because of the actions of any employee or any person or representative of HKT and the Service Provider who acts beyond their authority. HKT and the Service Provider shall, to the fullest extent permitted by law, not be liable for any direct or indirect loss or damage caused to Customer in respect of any matter howsoever arising in connection with the provision or Customer's use of the Services. Customer agrees to defend, indemnify and hold faultless HKT and the Service Provider, their associates and their directors, officers, successors and assigns, from and against any and all liabilities, damages, losses, costs and expenses caused by or arising out of Customer's use of the Services.
- Without prejudice to the generality of the preceding statements, under no circumstances will HKT and/or the Service Provider be liable for any indirect, consequential, special damages arising out of or in connection with the provision or Customer's use of the Services. HKT and the Service Providers' aggregate liability to the Customer (whether based in contract, negligence, strict liability, statute or other theory of liability), respectively, will not exceed the contract value of the Program in compensation.
- HKT may from time to time offer promotions relating to all or any of the Services. Any such promotions shall be governed by the Terms of Service attached thereto by HKT, and by these Terms of Service to the extent that the promotion's Terms of Service are silent. In the event of any conflicts between a promotion's Terms of Service and these Terms of Service, the promotion's Terms of Service shall prevail.
- These Terms of Service will be governed by and construed in accordance with the laws of the Hong Kong SAR. For any dispute with the Service Provider, Customer shall first contact the Service Provider and attempt to resolve the dispute with the Service Provider informally.
- In case of discrepancies between the English and Chinese version of these Terms of Service, the English version shall apply and prevail.
- For service request or inquiries regarding the Service, please call the Service Provider hotline at +852 5803 2496 (Office hours: Monday to Friday, 9:00 am to 6:00 pm; excluding Saturdays, Sundays and public holidays) or visit our service portal at hkt-protection.bolttech.hk/hk/.
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