These Terms and Conditions (Terms and Conditions) are between you and Axiom Telecom LLC for the Axiom Care service collection and delivery for repairs and after sales services provided by Axiom Telecom LLC and its affiliates (collectively the Services) on the Axiom Care website (the site). Your use of the site and the Services acknowledges that you agree to accept and be bound by these Terms and Conditions. These Terms and Conditions affect your legal rights and obligations. Please do not access or use the Services if you do not accept all of the Terms and Conditions. We may amend these Terms and Conditions at any time without notice.
Axiom Care (means Axiom Telecom LLC and its affiliates and related companies, Axiom, us, we, our) assists customers in setting up or repairing mobile handsets and tablets (Products) through our authorized service technicians (Service Team) in our Service Centers in the KSA, collects Products from the customers’ premises as per their requests and delivers Products post repairs, all subject to these Terms and Conditions.
You agree that any information or data disclosed, transmitted or sent to Axiom by telephone or online or otherwise, are not confidential, and Axiom reserves the right to display and distribute such information for any purpose whatsoever to the extent permitted by law.
“you”, “your”, “customer” means you, or any person buying Services from Axiom.
- TERMS OF SERVICE
2.1 The Services include repairs and servicing of Products covered under warranty and out of warranty in the KSA, in accordance with the applicable warranty terms determined by the relevant Product brand and to the extent Axiom is authorized to provide such services.
2.2 Brands currently covered for the KSA are Samsung, Nokia, Huawei, Lenovo, Moto, HTC and Alcatel. This coverage is subject to change at any time without notice at our sole discretion.
2.3 Online payment option is available for the Services. Free pickup and delivery services are available only for selected Axiom Warranty customers. All subject to the Terms and Conditions set out herein.
- SERVICE REQUESTS
3.1 You may order the Services by submitting a request through the site stating the details of the Services required and by providing details we require for conducting the Services. Alternatively you may call our call center/social media and the call center agent will collect the details required to create the request on the site on your behalf. When submitting a request you undertake that all details you provide to us are true and accurate. Axiom retains the right to refuse any request made by you at our sole discretion.
3.2 The following lists the information typically required, subject to amendment and updating from time to time: name, email, phone number, brand of Product, complete residential address, IMEI Number (for warranty validation, to be finally confirmed in Service Centre), description of complaint (final validation of the issues will be done in the Service Centre).
3.3 Once you place a Service request and book the related pickup, you will receive a booking reference number confirming receipt of your Service request. This booking reference shall be used for all future communications. Please note that there are cases when a Service request cannot be processed for various reasons. You may be asked to provide additional verifications or information before we accept the Service request. If you are not reachable on your contact number even after three attempts, we will treat the Service request as cancelled and you must submit a new Service request. We will inform you once the Service request is accepted. We shall have the right to refuse or cancel any Service request whether or not it has been confirmed for any reason. We reserve the right to refuse service if you are in breach of applicable laws, these Terms and Conditions or any other applicable terms and conditions, guidelines or policies.
3.4 We will appoint the courier/messenger to collect the Product from your premises. The expected turnaround time for the collection of Products is 48 hours from the date of booking the Services, although delays may happen for reasons beyond our control and during holidays and other times of emergency. You will be responsible for packing the Product securely before handing over to courier/messenger to prevent any damage in transit. We will not be responsible for any damages if the Products are not packed properly. Logistics charges shall apply. We are not liable, under any circumstances, either express or implied, for the damages or losses of any kind resulting from the transportation of the Products.
- 4. REPAIR PROCESS AND WARRANTY MATTERS
4.1 When we receive the Product for repair, our Service Team will conduct a physical inspection to assess functionality of the Product. Our Service Team will ascertain the warranty coverage, if any, of the Product after the physical inspection. Based on this inspection, the final warranty of the Product will be determined and we will inform you in respect of this coverage via call or email. Any initial warranty validation done on the site is indicative only and will be voided if further inspection reveals a different coverage. Final warranty validation shall be done solely by the Axiom Care repair engineers/manufacturer authorized service engineers and their decision is final.
4.2 If the Product is covered under warranty, we will follow the Brand’s specified repair process. Logistics charges (pickup and delivery) shall apply for the Products to be collected from your premises. As an alternative, you can visit any of our Authorized Service Centre for repairs.
4.3 If the Product does not qualify for any warranty repair, you will be notified for the same and further proceedings will be done as per your confirmation for the payment of applicable charges. All the repair/logistics charges shall be non-refundable. Once the repair estimation charges are informed to you and If you express your intention not to repair the Product, then the unrepaired Product will be returned back to you after receipt of the handling and logistic charges. If you fail to provide any required approval within 5 days of request, it will be treated as a rejection from you. For certain Products, repair attempts will be done solely at your risk accepting the fact that that the Product may incur irreversible functionality changes/damages and Axiom does not guarantee to return the Product in the same received condition.
4.4 The repair turnaround time may take up to 14 working days from the date of receipt of the Product in the Service Center, any further delay due to non-availability of spare parts/solutions/approvals may be informed via sms or call. Axiom bears no liability for any delays caused by any reason..
4.5 Out of warranty Products that have been replaced or repaired as for fess by Axiom are eligible for a 30 day repair warranty for the same defect (calculated from the repair completion date). However, we reserve our right to review and consider such eligibility solely at our own discretion.
4.6 The repaired/unrepaired Products will be delivered to your premises only after the full and final receipt of payment. The Service Center will dispose any uncollected Products above 90 days without any prior notification to you. Axiom bears no liability for uncollected Products.
4.7 The original manufacturer warranty may be void if a “third party equivalent parts” repair by Axiom is opted by you. By approving to proceed with such a repair option, you expressly agree that there will be no indemnity from Axiom in relation to the repair of the Product thereafter, other than our standard 30 day service warranty for the same repair, as confirmed by us.
4.8 You are not eligible for standby Product while repairs are taking place. If the Product’s motherboard is replaced, it will be with the regional specific functionalities and some of the other variant functionalities may not work.
- 5. REMOVAL OF SIM, DATA AND PERSONAL INFORMATION
5.1 It is your responsibility to remove your SIM card, delete data and any personal information and customization from the Products, including memory cards, carry case accessories, screen/ enclosure guards etc. before sending it for repairs. You are solely responsible for maintaining and backing up all information, data, text or other confidential information and additional software stored on the Products before ordering the Services and sending your Product in for repair. You acknowledge and agree that we shall have no responsibility or liability under any circumstances at any time for any loss, damage, corruption or content of customer data, software or hardware that may arise out of the Services.
5.2 Any third party mobile applications conflicting with service repair software functionality will be disabled/deleted and for such deletions we will not be held responsible.
5.3 If you fail to remove your SIM card or screen protector and/or delete all data and personal information from the Product in preparation for the Services, and we receive the Product with these items included, you agree that 1) the SIM card, screen protector, and/or any remaining data are non-returnable regardless of any residual data or personal information that may remain, and 2) you release us from all claims, losses or damages with respect to the use of SIM card, screen protector, data or any personal information whether arising before or after you release your Product to us.
5.4 Once you release a Product to us you agree that any residual data or personal information that may remain in the Product are not returnable.
5.5 We accept no responsibility in relation to the security, protection, confidentiality or use of any personal information which is stored on your Product and/or memory card and/or SIM card and/or any third party applications that you do not remove before you send your Product in for Services.
6.1 You will receive an email/ sms with the payment link for making the applicable payments. The payment for the Services, wherever applicable, can be made via Credit/Debit card through secured payment link shared on email or sms to you by the Service Team through the payment gateway service provider. Payments for all repaired/unrepaired Products should be made promptly upon receipt of the notification. All pick-up and delivery charges are non-refundable.
6.2 The repaired/unrepaired Products will be delivered to your premises only after the receipt of applicable payment. If you reject the recommended Services, the unrepaired Product will be returned to you only after the payment of applicable handling fees and applicable pickup and delivery charges, which will be notified to you at that time.
6.3 Prices and offers are subject to change but will not be changed on any order that has been accepted.
6.4 Prices for the Services are exclusive of Value Added Tax (VAT) that is applicable in the KSA and shall be added to the receipt as applicable.
- DELIVERY OF REPAIRED/UNREPAIRED PRODUCTS
7.1 If you are unavailable or refuse to collect the Product after being shipped, it will be returned to our Service Center and will be considered as uncollected Product and follow the uncollected Product process noted above.
7.2 You may collect your Products by visiting the Axiom Service Center and submitting the proof (sms/email) of ownership, or your Product can be re-shipped by courier by Axiom, for which you will have to pay the extra logistics charges.
7.3 In case you do not receive the Product within 3 working days of shipping, please contact us.
7.4 In case of any discrepancy on the received Product, please report to Axiom within 24hrs of receipt of the Product. For any requests received after 24hrs, Axiom will not be responsible.
7.5 All timeframes given are estimates only; we are not liable for any damages caused by delay in delivery or failure to deliver of any order for any reasons beyond our control.
7.6 The Invoice will be attached to the Product and will be shipped to you. If you require a digital invoice, you may contact us and we will share the same in your email.
- SERVICE USE RESTRICTIONS
You undertake that you shall use the Services in compliance with the applicable laws in the jurisdiction of the country in which you use the Services, including applicable copyright restrictions and intellectual property rights and restrictions. You undertake that you shall use the Services for your own use. You agree that you shall use the Services only for the Products for which you requested the Services.
- DISCLAIMER OF WARRANTY
THE SERVICES ARE PROVIDED AS-IS WITHOUT WARRANTY OF ANY KIND OTHER THAN AS SPECIFIED ABOVE FOR REPEAT REPAIRS. YOU AGREE THAT USE OF THE SERVICES IS AT YOUR OWN RISK. AXIOM EXPRESSLY DISCLAIMS ALL EXPRESS AND IMPLIED WARRANTIES AND REPRESENTATIONS, INLCUDING WITHOUT LIMITATION, WARRANTIES OF FITNESS, MERCHANTABILITY, NON-INFRINGEMENT, OR ANY IMPLIED WARRANTIES ARISING OUT OF PERFORMANCE. AXIOM MAKES NO WARRANTY OF ANY KIND AND DOES NOT WARRANT THAT (i) THE SERVICES WILL MEET YOUR REQUIREMENTS, (ii) THE SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE OR ERROR FREE AND (iii) THE QUALITY OF THE SERVICES WILL MEET YOUR EXPECTATIONS.
ANY DAMAGE TO THE PRODUCTS DUE TO ACCIDENT, TRANSPORTATION, MISUSE, NEGLECT, NATURAL DISASTER, MOISTURE, RUST, GRADUAL DETERIORATION DUE TO WEAR AND TEAR, COSMETIC ADJUSTMENT, LOW DAMAGE/FLUID DAMAGE, USE WITH UNSPECIFIED VOLTAGES, OR OPERATING IN A MANNER THAT IS NOT COMPLIANT WITH THE MANUFACTURER’S INSTRUCTION MANUAL ARE EXCLUDED UNDER ANY APPLICABLE WARRANTY COVERAGE.
- LIMITATION OF LIABILITY
IN NO EVENT SHALL AXIOM OR THE SITE BE LIABLE FOR ANY DIRECT, INDIRECT, CONSEQUENTIAL, INCIDENTAL, SPECIAL, EXEMPLARY, OR OTHER DAMAGES INCLUDING BUT NOT LIMITED TO LOST PROFITS, BUSINESS INTERRUPTION, LOSS OF PROGRAMS OR DATA WHATSOVER CAUSED ARISING OUT OF OR IN CONNECTION WITH THE SERVICES. YOUR SOLE AND EXCLUSIVE REMEDY IS TO DISCONTINUE THE SERVICES.
- Automatic Information: We receive and store certain types of information whenever you interact with us. For example, like many web sites, we use “cookies,” and we obtain certain types of information when your web browser accesses the site.
- Cookies are unique identifiers that we transfer to your Product to enable our systems to recognize your Product and to provide certain features.
- Information about our customers is an important part of our business, and we are not in the business of selling it to others. We share customer information only as needed for the legitimate purposes of our business.
- Third-Party Service Providers: We employ other companies and individuals to perform functions on our behalf. Examples include fulfilling pick up requests, delivering packages, sending postal mail and e-mail, analyzing data, providing marketing assistance, providing search results and links (including paid listings and links), processing credit card payments, and providing customer service. They have access to personal information needed to perform their functions, but may not use it for other purposes.
- We release account and other personal information when we believe release is appropriate to comply with the law; enforce or apply our Terms and Conditions and other agreements; or protect the rights, property, or safety of the site, our users, or others. This includes exchanging information with other companies and organizations for fraud protection and credit risk reduction.
- We work to protect the security of your information during transmission with appropriate and adequate procedures to prevent unauthorized access to, and the misuse of, personal data that we process.
- We use third party payment system providers who meet applicable international standards.
- It is important for you to protect against unauthorized access to your password and to your Product. Be sure to sign off when finished using a shared Product.
- We store and process your personal and business data (if any) on third-party servers (“Hosting Providers”), including email hosting service providers, analytics providers or others. Those third-party servers are protected by physical as well as technological security devices. By using our services, you give us consent to store, process and transfer your personal data (if any) outside of your country of residence to the countries where our Hosting Providers are located.
We might amend this Privacy Statement from time to time. Visit this page regularly to stay up to date.
You agree to defend, indemnify and hold harmless Axiom subsidiaries, affiliates, officers, directors, employees, suppliers, Service Team, Service Center and any third party provider from and against all causes of action, suits, claims, demands, liabilities, losses, damages, costs and expenses including attorney’s fees, caused by your use of the Services arising from (i) your breach of these Terms and Conditions, (ii) a violation of applicable law or regulation, (iii) your actual or alleged infringement of any patent, copyright, trademark or trade secret, (iv) your failure to promptly pay any amount due to Axiom, (v) loss of data or personal information from the Product, or (vi) your willful or negligent acts or omissions. You agree to notify Axiom of any unauthorized use or any other breach of security known to you.
- 13. FORCE MAJEURE
Axiom shall not be liable for delay, non-performance, failures or interruptions of Services or communication facilities, loss or damage due to an event beyond Axiom’s reasonable control including without limitation, internet outages, communications and cable outages, failure of third party services or products that interact with the Services, labor strikes, lock outs, supply shortages, earthquake, fire, flood, war, strikes, pandemics, emergency periods, lockdowns, acts of God, criminal acts (e.g. computer hacking), terrorism, natural disasters or any acts of governmental bodies or authorities (all together “Force Majeure”). You hereby release Axiom from any and all liability and agree that Axiom shall not be liable to you or any third party for any direct or indirect damages whatsoever, resulting from such delays or failures due to Force Majeure.
- DISPUTES AND APPLICABLE LAW
The Services and these Terms and Conditions are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia. You and Axiom agree to submit to the exclusive jurisdiction of the courts of the Kingdom of Saudi Arabia.
We may, without prior notice, immediately terminate these Terms and Conditions at any time without any liability to you. Any such termination shall not affect our rights and obligations (including without limitation, payment obligations) arising before the date of termination.