1. General
1.1 The Device Care programme is provided by U Mobile Sdn. Bhd. Registration No. 199101013657 (223969-U) (“U Mobile”) and operated by Bolttech Device Protection Malaysia Sdn. Bhd. 200601030522 (750280-K) (“Bolttech”) (“Programme”).
1.2 By participating in this Programme, the Terms of Service of the Postpaid U SaveMore or U PayLater device contracts (as applicable) and these terms and conditions including our Privacy Notice, will apply (collectively, the “Terms”), all of which are available on www.u.com.my.
1.3 Under the Programme, we provide Device Swap for your Protected Device where you will be able to swap your Protected Device with another brand-new or refurbished device, subject to options as determined by us and availability of the device models.
2. Eligibility
2.1 The Programme is available to any U Mobile subscriber who purchases a new device under U SaveMore or U PayLater device contract at any U Mobile Service Centre or via U Mobile online store (“Online Store”) https://www.u.com.my/en/personal/devices.
2.2 In order to enrol into the Programme, you must subscribe to the Programme within 30 days from the date of your device contract subscription.
2.3 In order to be eligible for the Programme, the IMEI number of your Protected Device must not have any previous Device Care subscription history with U Mobile.
3. Subscription and Fees
3.1 You may subscribe for the Programme via:
- any U Mobile Service Centre;
- Online Store;
- MyUMobile App; or
- Telesales channel
The above are collectively referred to as the “U Mobile Channels”.
3.2 Upon successful subscription, you can check your subscription details in the MyUMobile App, which will indicate the Programme’s commencement date.
3.3 The applicable fees for the Programme are as follows:
- Monthly Fee: The Monthly Fees are as specified on the Device Care Website u.com.my/devicecare, will be waived for the first 89-days free subscription period. The Monthly Fees will be charged to your postpaid account and will be reflected in your bill only from the 90th day onwards. The Monthly Fees will be counted towards your postpaid credit limit.
- Service Fee: In addition to the Monthly Fee, the Service Fee is payable directly to Bolttech each time you make a Service Request for Device Swap. The applicable Service Fees are published on the Device Care Service Portal umobile.devicecare.bolttech.my.
4. Personal Information
By providing your personal information or participating in this Programme, you acknowledge you have given us your consent to collect, record, hold, store, use and disclose your personal information for purposes which are necessary or related to the provision of Programme (a) via the Device Care Service Portal according to Bolttech’s Privacy Notice which is available at bolttech.my; or (b) via any other U Mobile Channels according to U Mobile’s Privacy Notice which is available at U Mobile Privacy Notice.
5. Disclaimer
5.1 You acknowledge that the Programme is provided on "as is" and "where is" basis without any warranty or guarantee of any kind, whether express or implied. We do not make any representation and disclaim warranties of any kind in relation to the Programme and we also disclaim all implied warranties of merchantability, fitness for a particular purpose and non-infringement to the fullest extent allowed by law.
5.2 We do not warrant the continuity, uninterruptible and/or error-free of the Programme operated and managed by Bolttech under the Programme and we expressly disclaim any representations or warranties of title, non-infringement, merchantability, usage, fitness or technical function in relation to or any information contained in the Device Care Service Portal.
6. Your Responsibility
6.1 You represent and warrant that you are authorised to submit your Protected Device to U Mobile and Bolttech and that you are the rightful owner of the Protected Device and have the legal right to submit it to us. You agree to indemnify and hold us harmless from any claims or damages arising out of any breach of this representation and warranty. When you submit your device for a Device Swap, upon Bolttech’s acceptance of the Protected Device, title of ownership in such Protected Device directly transfers to Bolttech and you disclaim any further right, title or interest in and to the device.
6.2 You agree to provide true and accurate information including but not limited to; the information of the make, model and condition of your Protected Device, your full name, and address via the Device Care Service Portal.
6.3 You are responsible for ensuring your Protected Device’s IMEI number is updated in the Device Care Service Portal after any Device Swap. The IMEI number associated with your Programme subscription will only change under the following circumstances:
a. You receive a swapped device under this Programme; or
b. Your device is replaced under manufacturer warranty,
6.4 You must not tamper with any part of the Protected Device, including but not limited to dismantling the device, modifying internal components, or replacing parts.
6.5 You must submit correct Protected Device’s IMEI number that correspond with the registered IMEI in our records. If incorrect or mismatched IMEI is submitted, you must at your own cost deliver the correct Protected Device to Bolttech within 7 days from the date of notification by Bolttech’s representative.
6.6 You must provide correct delivery information including registered address and appointment details for delivery scheduling purposes. Delivery will only be made to your registered address.
6.7 You must receive the Protected Device personally by showing your valid ID (NRIC or passport) to our delivery agent and sign an acknowledgment of receipt of the Protected Device.
7. Service Request (SR)
7.1 You may submit one (1) Service Request at a time (for a Protected Device’s IMEI) via the Device Care Service Portal.
7.2 You are entitled for two (2) Service Requests for Device Swap within each 12-month period of continuous subscription.
7.3 The Service Request limit (specified in paragraph 7.2 above) will reset at the end of every 12 months from your subscription start date.
7.4 For Device Swap, you may choose from the device models provided by Bolttech, based on the original recommended retail price (RRP) of your Protected Device at the time of its launch, and subject to stock availability.
7.5 In the event that fraud is identified after the fulfilment of Service Request, you are required to return the swapped device to Bolttech. Delivery charges will be deducted from your Service Fee, and only the remaining balance will be refunded to you.
7.6 For a Device Swap, the Protected Device that you submit will not be returned to you. For Device Swap any data or content on the device cannot be recovered.
8. Service Request Fulfilment and Support
8.1 You will receive the swapped device without accessories and agree to receive either a refurbished or a brand-new device, subject to availability.
8.2 If your swapped device arrives damaged, you can reject it immediately. This will not count as a service request and Service Fee will not be charged.
8.3 Once you receive the swapped device, it will be your new Protected Device.
8.4 Collection and delivery timelines for swapped device may vary according to your location and shall be based on Operating Timelines.
8.5 We will only perform a maximum of 2 delivery attempts. For any additional attempts for delivery, a fee of RM50 will be chargeable for each extra delivery attempt.
8.6 We will not be responsible for any delays in delivery due to non-payment of the extra delivery fees, or your unavailability.
8.7 For assistance for swapped device, you may contact our support team during business hours as published in Device Care website.
9. Warranty for Device Swap
9.1 For a swapped device, Bolttech provides a 12-month warranty against any defects including manufacturer defects and faulty starting from the delivery date of Device Swap to you.
9.2 You can request warranty service via the Device Care Service Portal. Warranty service requests will not count towards your Service Request Limits, and no service fee will be charged. Only delivery fee may apply, as stated in the Device Care Service Portal.
10. Termination
10.1 You can cancel the Programme anytime via the U Mobile Service Centre or MyUMobile App.
10.2 Upon cancellation of the Programme:
a. the Programme will not be automatically renewed. Your device will be protected until the 30th day from previous auto-renewal date, and you will be required to pay the Monthly Fee for that final month.
b. You cannot re-subscribe with the same device and IMEI.
10.3 We are entitled to terminate, suspend, disconnect all or part of the Programme without any notice and/or compensation, if:
a. you breach any terms in this Terms;
b. you fail to make payment of any amounts due to us by the due date;
c. you provide incorrect, false or incomplete information to us;
d. we have reasonable grounds to suspect fraud or other illegal conduct in relation to the Programme or your account;
e. for any other reason at our sole discretion;
f. upon the direction from a regulatory authority or government authority.
11. Rejection of Service Request
11.1 Bolttech is entitled to reject a SR promptly for any of the following reasons:
a. Bolttech reasonably believes that you have:
(i) used the Programme not in compliance under these Terms and Conditions;
(ii) intended to use the Programme in a manner that is fraudulent, linked to any criminal activity, or for commercial gain;
(iii) submitted a device or transaction that is fraudulent, tampered with, associated with a mismatched IMEI, or involves a stolen, or illegal device.
b. You have provided incorrect or incomplete information.
c. The Protected Device’s IMEI does not match our records.
d. The Protected Device has not been used with registered U Mobile postpaid mobile number.
e. The Protected Device or U Mobile postpaid mobile number is transferred to another individual without proper update or authorisation.
12. Limitation of Liability
12.1 Our liability will be limited to the amount you paid for the Programme excluding any service fee, up to a maximum of the last 24 months' payments or RM500, whichever is lower.
12.2 You expressly agree to indemnify U Mobile, its directors, officers, employees, affiliates or agents from and against any claims brought against any of them in connection with the performance of the Programme.
12.3 You agree to indemnify us, our employees and officers against all loss, damage, liability and expenses incurred by us or them due to or as a result of any claim made or legal proceedings for defamation, infringement of intellectual property rights, theft, conversion, obscenity, property damage, personal injury or death or breach of any law or regulation brought against us or them in relation to your participation in the Programme or due to your act or omission in participating in this Programme.
12.4 We will not be liable for any loss or damage to your data during the Device Swap. You are responsible for backing up your data, contacts, photos, messages, music, removing any personal information, device password, security locks (e.g., ‘Find My iPhone’, ‘Google’ lock) or content from your device and resetting your device to its factory settings before surrendering it to us. Data recovery or data backup is not a part of the Programme; accordingly we accept no responsibility or liability for any loss of content, files or data in the device.
12.5 We will not be liable to you or to any persons claiming through you for any costs, loss or damage (whether direct or indirect), or for loss of revenue, loss of profits or any special or consequential loss including loss of profits, data, revenue, business and anticipated savings of any nature whatsoever including but not limited to the following:
- your participation in the Programme for whatever reason, the information available via the Programme or arising out of any action taken in response to or as a result of such information available via the Programme;
- any act, omission, error, default by us and/or our related companies, its officers, employees, agents and partners in relation to the Programme;
- any claim for libel, slander, infringement of any intellectual property rights arising from the transmission and receipt of material in connection with the Programme and any claims arising out of any of your act, omission, negligence or default in relation to any part of the Programme;
13. Matters Beyond Our Control
We do not guarantee or warrant that the Programme will be free from any fault, error or interruption, due to matters beyond our control. We will not be liable for any inability to participate in the Programme, interruption or disruption of the Programme, delay or failure resulting from matters beyond our control. These include acts of God, requirements of any governmental or regulatory authority, war, national emergency, accident, any natural disasters such as fire, flood, earthquake, equipment failure, computer or software malfunction, electrical and power failure, fault, interruption or disruption of our network, or of your device, equipment or the equipment of any third party, riot, strikes, lock-out, industrial dispute (whether or not involving our employees) or epidemics of infectious disease.
14. Miscellaneous
14.1 These Terms contains the entire agreement between you and us and supersedes all prior agreement, undertakings, negotiations and discussions between us.
14.2 If any of the provisions in these Terms are not valid or legally enforceable, the other provisions will not be affected.
14.3 We may change any of these Terms including terminating or suspending this Programme. Any such change will be announced on our website. It is your responsibility to check these Terms and Conditions on our website.
14.4 If there’s any conflict between these Terms, your application and terms in other documents which are expressly agreed to form part of these Terms, the conflict will be resolved in the following order: these Terms, your application and terms in other documents
14.5 The laws and courts of Malaysia will govern these Terms. Any processes or judgment may be served on you in the same way as the notices.
15. Definitions
“Device Swap” means the swap of your Protected Device with another device proposed by Bolttech, which may be brand-new or refurbished, subject to availability. The swap may be:
- the same model, storage, and colour (Like-for-Identical),
- the same model and storage but a different colour (Like-for-Like), or
- a different brand or model (Like-for-Similar) within the same generation and original recommended retail price (RRP) of your Protected Device at the time of its launch,
“Device Care Service Portal” means the online platform operated by Bolttech and accessible at https://umobile.devicecare.bolttech.my, where you can manage your Programme subscription, submit Service Requests, track fulfilment, and access support.
“Device Care Website” means the U Mobile Device Care Programme page on U Mobile website (u.com.my/devicecare) setting out the details of the services, fees, terms of service and other details for the Programme.
“IMEI” means the International Mobile Equipment Identity (IMEI) which is a unique 15-digit number assigned to every mobile device.
“Protected Device” means the phone that you purchased with a U Mobile device plan (U SaveMore or U PayLater) and signed up for Programme.
“Monthly Fee” means the monthly subscription fee you are required to pay for subscribing to the Programme. The Monthly Fee is determined based on the recommended retail price (RRP) of your Protected Device at the time of Programme enrolment, and billed to your U Mobile postpaid bill. This fee is exclusive of SST.
“Service Fee” means the fee payable directly to Bolttech each time you make a Service Request for a Device Swap, which determined based on the recommended retail price (RRP) of your Protected Device at the time of Programme enrolment. The applicable Service Fee amount is published on the Device Care Portal and varies according to your Protected Device.
“Service Request” means a request for the Services made in accordance with these terms and conditions.
“Operating/Delivery Timelines” means business days, which means Monday to Saturday 9AM to 6PM, excluding public holidays.
